Customer Service Apprentice

Providing access to some council services Receiving and accurately recording enquiries and requests, taking timely and appropriate action in accordance with procedures and instructions Escalating any problem cases to experienced customer service advisors and managers Working as part of a team supporting service delivery across some directorates of the council Communicating and liaising effectively, via the telephone, face-to-face, and in writing with certain customers Processing enquiries and requests received via various electronic means Using a wide range of computer systems, including a CRM system and MS Office products (especially word and outlook) Maintaining computerised records and information systems Assisting customers making payments by debit and credit card Carrying out reception work including Recognising the diverse needs and cultures of the community to ensure equal access to services Maintaining an up-to-date knowledge of data protection and freedom of information legislation and guidance, ensuring these principles are adhered to at all times

Training Outcome:
Career in Customer Services

Employer Description:

It’s an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game-changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve. At Dudley Council we have a ‘one council’ ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities. We are rightly proud to be the historic capital of the Black Country and, working with our partners, Dudley Council is also committed to looking forward and helping to deliver our borough vision of ‘Forge a Future for all’ www.dudleyboroughvision2030.org.uk We ensure communities influence council decisions and are committed to delivering services in partnership with communities. We provide flexible and responsive service in partnership and help communities help themselves. In joining a local authority that serves 320,000 residents you will become an integral part of a council that: • is ready to embrace change, providing an environment in which you will be encouraged to make your mark • is aware of its key challenges and the need for a new energy to innovate the council, in order to find cost effective ways of delivering services • has aligned its political and managerial leadership structures and is committed to protecting, securing and transforming the lives of children, families, the vulnerable and older people • wants borough residents to have their say through our community forums • dedicates time to meaningful consultation and listen to the views of our residents • is working with the community to encourage active involvement of our residents We want to leave a legacy of a better future for the borough that reflects Dudley borough’s potential and harnesses the ambitions of the people we serve. For more information see our Council Plan www.dudley.gov.uk/council-community/plan-policies-and-strategies/council-plan, Dudley Borough Vision for 2030, Forging a Future for All www.dudleyboroughvision2030.org.uk and key information about the borough and its communities at All about Dudley Borough www.allaboutdudley.info

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

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