Customer Service Apprentice
To answer customer enquiries or passing them on to another department giving information and helping to solve problems
To answer incoming telephone enquiries and switchboard calls and respond to requests for information received by customers
To initiate outgoing calls in accordance with procedure, assist with outbound calling campaigns and encourage customer feedback in order to improve council services
To accurately collect and record customer information, and where necessary, complete timely referrals to either internal or external service points using agreed means of information transmission
To receive and respond to enquiries across a wide range of council services, and act as the initial point of assessment for eligibility
To provide advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and a professional approach at all times
To receive and process follow up information about previous requests and reports and to update systems as appropriate
To use contact centre software applications and other electronic information systems appropriately and in accordance with procedure
To liaise with other departmental staff, partner organisations and external service providers
To provide general administrative support such as mailing, faxing, photocopying, information storage and printing
To gain an awareness of all relevant service developments and participate in all aspects of training, proactively seeking opportunities for learning and self - development so as to improve effectiveness and efficiency of service delivery
To carry out duties in accordance with the Council's Equal Opportunities Policy, Information Security standards, the Data Protection Act
Training:
Customer Service Specialist Level 3.
The apprentice will attend a combination of virtual and classroom learning throughout the apprenticeship.
Training Outcome:
There will be an opportunity to gain employment within the Council.
Employer Description:
Coventry is a city that is changing fast and we’re looking for skilled people to join our team and help take us into a bright new future. We are a city that is going places with an inspiring, world-famous history and exciting times ahead. A great place to live and work and it’s getting even better - and having the right infrastructure is vital. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles. That’s why we are looking for people who are passionate, dedicated people who, like us, are determined to make real, positive change to Coventry.
Working Hours :
Typically Monday to Friday 9am - 5pm
Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Team working,Initiative,Non judgemental,Patience