Customer Service Apprentice (Young People Services)

The customer service apprentice is a key role within Cheshire West Young People Services, which is within the wider Health & Wellbeing Directorate.

This apprenticeship offers opportunity to be part of the team and gain
valuable skills and knowledge of young people’s journeys post 16 in
education, employment, and training. You would be based initially in our offices, then have the opportunity to work across the borough within the community.
The customer service apprentice will undertake a wide range of essential administrative and record keeping duties as part of a team, learning to maintain a quality service providing resources, information and advice to customers. You will also make 1-1 contact with our young people and their families/carers to establish their participation in education, employment or training.

This role will have a line manager, workplace mentor, inclusive
employment manager and a dedicated apprentice programme tutor.

On successful completion of the level 2 customer service practitioner
apprenticeship standard will progress to the substantive post of Tracking and Monitoring Officer.

This role is ‘Hybrid’ which means working from Council Hub buildings,
from home or in client visits and must be able to travel across the Borough use of own vehicle for business purposes.
Please note that this job is subject to a Disclosure and Barring Service (DBS) check.

Notwithstanding the detail in this job description, the job holder will
undertake such work as may be determined by the Manager from time to time, up to or at a level consistent with the Principal Responsibilities of the job.

With appropriate support and supervision, the Apprentice will:

Process and record information using relevant
IT packages, all the activities of YPS and EHP in accordance with Council procedures to provide accurate and up-to-date information relating to young people and their interventions. Action, review, monitor and update all the records within appropriate data bases used by council children’s services to ensure data integrity Support the administrative tasks around the September Guarantee, not known and destination follow up Engage with young people and their carers via doorstep visits/telephone call and emails to ascertain their destinations and September Guarantee reducing the not known cohort Support the wider operational team with allocating caseloads Keep external websites up to date for the service Liaise with others including Senior Managers, administrators, learning providers and Council departments in order to ensure that information is efficiently processed and recorded Ensure issues identified are reported in a timely manner

Training:

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying on employer sites or via Microsoft Teams. Delivery is to be discussed with the training provider and the hiring manager must suit operational needs.

Training Outcome:

On successful completion of the apprenticeship, the post
holder will progress to the substantive post of Information Technician.

This Apprenticeship has a permanent contract of employment. 

Employer Description:

Our work spans over 3,900 colleagues across hundreds of roles, professions and services, making us one of the most diverse and complex employers in the region. We are responsible for delivering a wide range of essential public services and strategic priorities that shape the places, communities and lives of our residents every single day.

From frontline delivery to professional, technical and corporate roles, our organisation brings together expertise from across disciplines to respond to the evolving needs of our borough — supporting people, strengthening communities and driving long-term change at scale.

Working Hours :
Monday to Friday, typically 9am–5pm (37 hours per week). Flexible working arrangements are in place, with exact hours to be agreed.

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,Excel