Customer Service Apprentice
To provide an efficient, friendly information service to customers attending in person at the housing advice centre, by telephone and email
Accurately administer the housing services systems
Provide advice and support to customers with benefit enquiries, undertaking face to face and over the phone appointments
To respond to customer queries in relation to their homelessness applications
To support the delivery of the Discretionary Welfare Assistance Scheme, providing admin support and liaising with applicants, referral agencies and suppliers
To keep updated with the latest guidance and information and maintain a good working knowledge of all procedures
To work cooperatively with other members of the housing and homelessness service to ensure that customers are given correct advice and are dealt with in line with procedures and policy
To contact other council departments and organisations on behalf of customers, as required to clarify and help resolve customer requests where appropriate
To provide information to a range of organisations including internal departments such as Guildhall Customer Services and planning, to other councils and voluntary and statutory organisations regarding customer applications and enquiries.
Work towards the council’s values, Committed People, Creative Council, Strong Performance, Good Governance, Customer Focus
Aware of councils safeguarding policy and how to report any concerns
Aware of the councils health and safety policy and committed to safe working practices
Training:
Formal training is delivered at HWGTA, located in Worcester (WR4 9GN).
You will receive a training plan that is specific to your qualification, with sessions that are delivered through a combination of face-to-face and remote.
Additional training for functional skills in English and Maths will be undertaken if needed.
You will receive monthly visits from your assigned Learning and Development Specialist, who will set you work, monitor your development and wellbeing, and discuss training sessions. They will also prepare you for your End Point Assessment to gain your Customer Service Practictioner Level 2 qualification.
There is also a five-day teambuilding residential trip that is held in the spring of each year offered to all apprentices on programme.
Training Outcome:
The role will help you develop key transferable skills and help to instil a good work ethic.
The experience you gain will stand you in good stead for the future and potentially open up options for further employment, if not with the City Council, then with other local authorities and beyond.
We have several employees still with us at the Council that once joined as an apprentice. Our opportunities are open to all employees and we would encourage anyone joining us to continue their career here.
Employer Description:
This is an exciting time to join Worcester City Council! We may not be a large local authority but we still have ambitious plans, including the development of our historic and beautiful city, increasing tourism and driving economic vibrancy. Worcester City Council is always on the lookout for talented individuals, who want to make a real difference to our city and can help us to continue building on our success. We are committed to seeking excellence in everything we do, including smarter ways of working and enhancing employee wellbeing. We have moved away from traditional ways of working for the majority of our roles, towards hybrid working, including home working, hot desking and flexitime. By encouraging better work-life balance, we gain a healthy, happy, engaged and thriving workforce, who then deliver meaningful outcomes for Worcester.
Working Hours :
Monday - Friday, 9.00am - 5.00pm.
Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Team working,Initiative,Time Management Skills