Customer Contact Apprentice

To operate as part of a customer-focused team which forms part of the Customer and Commercial Department, which in turn sits within the Partnerships Service You will be dealing with contact from the public either face-to-face, over the telephone or electronically

Providing support to Pier Avenue Reception and the Council’s main Switchboard, dealing with general enquiries and forwarding callers to the appropriate officers/sections within TDC.

Also, providing administrative and/or telephony support across the department, which, in addition to the above, includes the following areas:

Building and Engineering Services Housing Services Management of council-owned properties Revenues and Benefits Services Environmental Services Private Sector Housing

Duties include:

To answer enquiries via the telephone or electronically from members of the public, making general and specific enquiries To act as reception support, providing a face-to-face customer service Provide factual information or put customers in touch with appropriate officers as required Continue to increase knowledge of all the different areas of the Council’s services in order to respond to customer queries To attend training and team briefing sessions and to participate in the process of continuous improvement in customer service Interrogating and raising service requests on specialised software (Uniform, Firmsteps and Northgate) To undertake general office duties To undertake post-opening, collection and distribution duties Assist and distribute marketing, promotional and other information or literature Collation and updating databases where appropriate Any other duties as reasonably required by the post holder's Line Managers

Full training will be given on all aspects of the role, including the ICT applications used.

Training:
Level 2 Customer Service Practitioner Apprenticeship qualification Delivery will be in the workplace with an assessor or coach through a combination of assessing, coaching, training and mentoring The minimum duration on the apprenticeship is 12 months, with an additional 3 months for an externally assessed end-point assessment A total of 15 months plus Functional Skills in maths and English, if required

Training Outcome:
Career progression will be dependent on vacancies coming up within the team or wider organisation Internal employees can apply for roles as and when they are advertised

Employer Description:

Tendring District Council is the local authority covering the area, which includes the towns of Clacton, Harwich, Manningtree, Frinton, Walton and Brightlingsea. It is responsible for a range of services, including waste collection, housing and homelessness, planning, economic growth, leisure, a theatre, and much more.

Working Hours :
Monday - Thursday, 8.45am - 5.15pm and Friday, 8.45am - 4.45pm.

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