Customer Experience - Modern Apprentice

To undertake vocational training and perform a range of administrative related tasks within the Customer Experience Team To adhere to and ensure the appropriate compliance with the Council’s Health & Safety Policy To respect the sensitivity and confidentiality of any information that they may have access to regarding clients/customers in adherence with the Data Protection policies of the Council Undertake such other duties commensurate with the experience of the postholder and the grading of the post as may be reasonably delegated from time to time

Specific Accountabilities:

Using case management software ensuring the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Council Responsibility for the caseload of complaints, FOI and SAR from initial contact to liaising with officers and Heads of Service who are responsible for providing a response within the mandatory timescales Supporting officers and reviewing responses to ensure they cover all aspects of the original complaint and comply with the Council’s complaints procedure and statutory requirements Analysing information provided from customers and determine the validity of the complaint/FOI/SAR Drafting acknowledgements, stage 1 and stage 2 letters of response Support project manager in re-design of current processes to improve efficiencies Ensure that customers are kept updated and informed throughout the process Monitor the number of follow up complaints received in relation to caseload Ensure that good office practice is maintained whilst observing the highest standards of confidentiality Systematically monitor the speed with which investigations into complaints are progressing and information is being gathered for FOI’s and SARS Ensure responses received have been redacted where legally required before issuing to customer Recording, tracking and monitoring complaints across all stages of the process for ongoing performance monitoring To undertake such other duties as may be required from time-to-time and which are commensurate with the salary grading of the post Provide a reception service To produce licensing private hire & personal licensing badges using an in-house system (Easybadge) Deliver the Derbyshire Gold Card service on behalf of Derbyshire County Council To use Granicus to process customer requests for Waste & Cleansing services

Training:
Level 3 Customer Service Specialist Apprenticeship Standard Level 2 Functional Skills in maths, English and ICT (if required)

This apprenticeship is delivered through a combination of Work Based Assessment and day/block release

The programme will culminate in an End Point Assessment, where all the skills and knowledge gained on the apprenticeship will be formally tested.

Training Outcome:
This will provide the apprentice with an insight across a wide range of services and workstreams that will enable them to build their knowledge, skills and experience for future employment opportunities either at the Council or with other employers

Employer Description:
At the heart of England and the National Forest, South Derbyshire is one, if not the fastest growing district in the East Midlands. The main Council offices are based in Swadlincote, with other sites based within close proximity. There are currently approximately 350 employees providing a full range of services for the community.

Working Hours :
Monday - Friday. Flexible working offered.

Skills:
Administrative skills,Attention to detail,Communication skills,Customer care skills,Organisation skills,Patience,Presentation skills,Team working,Time-Management