Contact and Support Apprentice

The successful candidate will be expected to answer customer enquiries through a range of channels such as phone, email, digital contact and face to face. You will be able to follow policies and procedures whilst simultaneously providing a high level of customer service within an extremely fast paced and busy contact centre environment. The candidate will have a keen sense of accuracy and adept at learning a wide range of systems in order to be as effective as possible when handling enquiries.

Training:

Customer Service Practitioner Apprenticeship Standard at Level 2.

The Customer Service Practitioner Apprenticeship Standard at Level 2 combines the knowledge, skills and behaviours required of the standard and includes functional skills in maths and English. 

Delivery will be in the workplace with an assessor or coach through a combination of assessing, coaching, training and mentoring.

The minimum duration on the apprenticeship is 12 months, with an additional 3 months for an externally assessed end point assessment. 

A total of 15 months plus functional skills if required. Prior learning and experience will also be taken into consideration.

 

Further information on the standard can be viewed here - https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-practitioner-v1-1

 

Training Outcome:

Colchester City Council employs staff carrying out a wide range of roles at all levels.  Opportunities are available regularly and the successful candidate will be able to apply for opportunity on completion of their apprenticeship. 

Employer Description:
The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period. Other benefits include: Flexible working Gym, travel and online retail discounts Excellent training, development and progression opportunities For an informal discussion about this vacancy, please contact Phil Charles, Contact & Support Manager, 07977184169. For a copy of the job description, please click here. Colchester City Council has a wide range of services and facilities that can involve dealing with children or vulnerable adults. We treat our obligations for the safety of children and vulnerable adults seriously and expect our staff to be committed to the principles of our published policies and to adhere to the procedures contained within them.

Working Hours :
Hours are 37 per week, to be worked flexibly in line with business requirements, to be confirmed.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Logical,Team working,Initiative