Apprentice Customer Service Officer

Apprentices will gain knowledge in all areas of the apprenticeship whilst gaining invaluable experience in the workplace in putting this learning into practice.  

Over the course of your apprenticeship, you will split your time between 4 departments within the customer service area at Hove Town Hall.
The teams you will work with will be the Blue Badge and Concessionary Travel Team who are responsible for assessing and issuing blue badges and concessionary travel passes for eligible residents in the city. The team works with a diverse group of residents and visitors, mainly older and disabled, to support them with their travel needs.
The Parking Customer Service Team (Permits), who are responsible for processing and approving parking permits within the city, as well as managing the customer service phone line 5 days a week.
The Penalty Charge Notice Team (PCNs), who are responsible for reviewing PCN appeals as well as processing payments for PCNs, dealing with incoming correspondence and managing the debt recovery process.
The Fraud team who are responsible for investigating the misuse of permits and Blue Badges and concessionary travel.

We are looking for an enthusiastic, self-motivated individual with good communication and teamwork skills to join us in our award-winning service. This role is an apprenticeship, so you will gain your Level 2 Customer Service Practitioner apprenticeship qualification while working at the Council.

You will:

Learn to deal tactfully with all enquiries from members of the public, other officers, contractor staff, and process these in accordance with the set procedures Learn how to respond to verbal and written communications, and produce information regarding parking schemes, ensuring customer satisfaction and an understanding on the customer journey Learn to use and maintain internal systems to record confidential customer information, to monitor customer service levels and to meet their needs Learn to issue Parking Permits or Blue Badges and Concessionary Bus Passes/Taxi Vouchers in accordance with the regulations of the scheme/internal processes Learn to advise the public on the correct usage of Parking Permits or Blue Badges and Concessionary Travel Passes Learn how to interpret and apply relevant team policies Learn how to and carry out all administration in connection with either Parking Permits or Blue Badge Scheme and Concessionary Travel Scheme Learn to receive/record payments and issue receipts as necessary, learning and having due regard to audit requirements

This is a large, friendly team who support each other work together with a customer focus. The team value apprentices & have experience of supporting them through the programme.

Training:
The Customer Service Practitioner Apprenticeship at level 2 is run by Chichester College Group who is responsible for supporting you with your learning and carrying out assessments You will learn all the knowledge, skills and behaviours in the apprenticeship standard and once you are competent in all these areas, you will take an End Point Assessment before successfully completing You will receive support from a nominated mentor, throughout the duration of the Apprenticeship Delivery will be via online workshops, assessor meet/visits every 4-6 weeks, three way review with manager, apprentice & the college every 8-12 weeks, plus other off the job learning during contracted hours Functional Skills in English and maths if required

Training Outcome:
Potential opportunities to progress within the council into further employment, whether in the service or in the wider council

Employer Description:
We are one of the largest employers in Sussex employing around 8,000 staff who deliver more than 700 services to local residents. Working for us is more than just a job. It’s all about making a real difference to people’s everyday lives. We firmly believe that our staff are our greatest asset and it’s important to us that they are happy, healthy and productive at work. We are an accredited Living Wage employer and offer a range of financial and non-financial benefits.

Working Hours :
Monday - Friday, 9.00am - 5.00pm but with some flexibility.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Analytical skills,Team working,Initiative,Patience