Apprentice Customer Service Adviser

The post holder will be expected to work both on their own initiative and as part of team in order to handle and respond to customer enquiries:

To be trained to answer all enquiries in a timely, courteous, and professional manner, ensuring that customer needs are clearly understood, and those enquiries are followed through to conclusion, through the use of effective problem solving and interpersonal skills To use own initiative and problem-solving skills to deal with enquiries via a range of communication methods including face to face, telephone, email, live chat, webmail and letter To work as part of a team to handle difficult or sensitive issues and customer complaints effectively To communicate effectively with customers and take responsibility for keeping accurate and up to date records in accordance with appropriate standards, procedures and quality management systems of the service To learn and be familiar with and keep up to date with Council policies, procedures and appropriate legislation To take responsibility for their own personal development through attending and actively participating in appraisals, coaching sessions, training courses and supervision and monitoring their own performance to ensure personal targets are met To become fully conversant and utilise the available ICT systems to effectively deal with a wide range of customer enquiries The post holder will be expected to wear a uniform (where appropriate) which will be provided To undertake any other duties commensurate with the grade of the post

Training:
Customer Service Practitioner Level 2 Apprenticeship Standard Training will take place at the Council House and will be held monthly

Training Outcome:
On successful completion of the apprenticeship, you will have achieved a level 2 customer service qualification

Employer Description:
Here at Solihull Council we want to ensure that all our citizens have an equal chance to share in Solihull’s success. We do this by putting our customers at the heart of everything we do. We recognise that our employees are the key factor in achieving our vision. As such, we are always on the lookout for talented individuals, who want to make a real positive difference to people’s lives and can help us to continue building on our success.

Working Hours :
Monday to Friday, requirement for flexibility of working hours during the week. Shifts to be confirmed.

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