Customer Service Apprentice

Building up specific knowledge of who our customers are, both internal and external, and understanding what they need from us Understanding and critically evaluating the customer journey, including any challenges they may face Using appropriate systems and processes to support the provision of services Understanding customer behaviour and the different approaches required Understanding when to refer or escalate in order to get the right outcome for the customer Understanding how to analyse, use and present a range of information to provide customer insight Understanding how customer expectations can differ between cultures, ages and social policies Using a range of communication skills, including documents such as emails, letters, surveys, agendas and minutes, to build rapport and deliver services to both internal and external customers Talking to customers on the telephone and face to face in order to reach a satisfactory conclusion to their enquiry

Training:
You will develop the Knowledge, Skills and Behaviours to meet the standards of achievement for the Customer Service Apprenticeship You will gather evidence for your portfolio, supported by your mentor and coach, tutors, and employer At the end of your programme, training and coaching, you will be assessed by an independent End Point Assessor (EPA) You will also attend online Masterclasses every other week

Qualification achieved:

Level 2 Customer Service Practitioner Apprenticeship Standard Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their apprenticeship

Training Outcome:
Whilst we cannot guarantee a position following the completion of the apprenticeship, we do have an excellent track record of keeping our successful apprentices in the organisation This qualification will ensure you gain a good understanding and experience within an office environment which will open many opportunities either within the local authority or with an external employer

Employer Description:
Rugby Borough Council is committed to equality and diversity, as both a provider of services to the community and to our employees. Our practices and procedures aim to reflect the varied needs, expectations, and culture of all members of our community and our workforce.

Working Hours :
Monday - Friday, 9.00am - 5.00pm. Unpaid lunch break.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Number skills,Team working,Non judgemental,Patience