Operational Support Apprentice

To work as part of a team as the first point of contact for customers accessing Council services in person, over the telephone or digitally, providing a customer focused service using initiative and problem-solving skills. Taking responsibility for resolving queries or taking appropriate action. Receiving, recording, diagnosing and prioritising enquiries, including repairs orders, operating a repairs appointment system, working in a Repairs Call Handling Centre and making arrangements for home visits. Report any repairs, maintenance, health and safety hazards, customer enquiries, breaches of tenancy, safeguarding or vulnerability that are identified during day to day activities. Effectively communicate in a customer care environment including introducing yourself to customers, explaining your role and ensuring satisfaction upon completion of service delivery. To develop and maintain good working relationships with tenants, leaseholders, residents and service users to actively promote the provision of high quality services. Maintaining an effective and efficient data filing and management information system including inputting and retrieving statistical information, programmes of works, spreadsheets, etc. Liaise with Suppliers and Sub-contractors to order, store and issue materials in accordance with the relevant processes. Processing of orders and invoices on behalf of the Authority in accordance with the relevant procedures. Undertake a range of general administrative duties such as, filing, writing letters of a basic and routine nature, the completion and circulation of minutes etc. Deal with routine face to face and telephone enquiries including requests for general information. To maintain an effective service, understanding and competently using the digital systems employed within the Council. Handling of telephone payments for Home Improvement scheme. Provide advice and guidance to tenants in relation to repair and maintenance matters. Operate according to the Council’s corporate values and codes of behaviour. Ensure at all times all Health & Safety legislation requirements are met and that the Council’s Health & Safety Policy, its arrangements and procedures are implemented. This includes, where applicable, taking responsibility for personal health and safety and having regard to other persons affected by the performance of the duties of the post; ensuring that risk management objectives are delivered and other risk management activities effectively implemented and monitored. Exercise proper care in handling, operating or safeguarding any equipment, vehicle or appliance provided, used or issued for the performance of the duties of the post. Have a commitment to and understanding of the Council’s approach to equality and diversity and promote and deliver fair, sensitive and quality services. Comply with all relevant Council policies and procedures including financial regulations, code of conduct, HR policies / procedures, Data Protection, Freedom of Information Act and ICT Codes of Practice. Adhere to relevant working practices, methods and procedures and undertake relevant training and development as required and respond positively to new and alternative ways of working. Carry out any other reasonable duties and responsibilities commensurate with the grade and level of responsibility of the post. Engage with digital models of service delivery and support the implementation of digital working methods. Manage and / or use resources in ways that ensure value for money and supporting the commercialism agenda. Demonstrate a commitment to the delivery of excellent service for all customers and service users. Work effectively with all departments of the Council to ensure the delivery of quality services.

Training:

As part of the apprenticeship, you will undertake a Level 3 Business Administration Apprenticeship with West Nottinghamshire College, alongside your on-the-job learning and development.

You must be able to attend all required college sessions and complete the apprenticeship requirements successfully.

 

Training Outcome:

Full time position upon completion of apprenticeship. 

Employer Description:

As one of the largest employers in the area we offer a wide range of services across the district including housing repairs, parks and green spaces, neighbourhood wardens, environmental health, planning and customer services to name just a few.
We are located near to the M1 and most of our sites are on a bus route or are within walking distance of a train station.

Working Hours :
Monday to Friday 37 hours. Shifts TBC.

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