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Customer Services Advisor Apprentice (Level 2/Intermediate) – KT&A2886

Location:
Ashford (

TN23 1PL

)

Kent Training & Apprenticeships

Apprenticeship

17/06/2022

Closing date: 28/07/2022
Industry: Customer Service
Vacancy reference: KT&A2886

EMPLOYER DESCRIPTION

Local Government

Click here to see the employer’s website.

Travel Information: 

Ashford International Train station is a 4 mon walk from the offices

DESCRIPTION OF VACANCY

To provide a comprehensive and in depth enquiry service for all the Council’s customers, attaining the best possible standards of customer care.

To receive and assist customers visiting, telephoning, emailing, using web chat and corresponding with the Council, or its partners, to a high standard of customer care, resolving 88% of customer enquiries without referral to back office staff.

To deal with all Customer Contact cases, promptly and proactively, taking the case as far as possible to conclusion on the initial enquiry, exercising judgement on when each case requires escalation to a Customer Service Advisor

To use comprehensive IT systems to manage enquiries, provide information and access administrative systems in back office departments.

To verify customer documentation in accordance with the verification framework process.

Ensure that forms, leaflets and documents are kept in stock and are current for your allocated service area of responsibility.

To actively study towards NVQ qualifications following structure and progression set by allocated NVQ Assessor, Customer Services Training Officer and Management Team.

WAGE

The rate for 23 year olds and over will be £339.50 per week

The rate for age 21 and 22 years will be £328.30 per week

The rate for 18 to 20 year olds will be £246.05 per week

The rate for 16 to 17 year olds will be £175

HOURS

35 hours a week Monday to Friday

20% paid time during working hours is given to complete training, referred to as “Off the Job Training”

SKILLS REQUIRED

  • Excellent communication skills
  • IT skills
  • Clear, polite telephone manner
  • Effective time management
  • Ability to work as a team member and autonomously
  • Good interpersonal skills

PERSONAL QUALITIES

  • Pays attention to detail
  • Flexible
  • Keen to learn new skill and meet new people

QUALIFICATIONS REQUIRED

GCSE in English and Maths (Grade C) or equivalent

(one Level 1 and one Level 2)

TRAINING PROVIDED

On the job training with the employer whilst working towards the Apprenticeship Standard – Customer Services Practitioner Level 2 Standard will establish an Apprentice’s skills to deliver high quality service to customers both internally and externally. The Apprenticeship will incorporate knowledge of customers and the customer experience, understanding the organisation, its products/services and their role and responsibilities. Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Additional Detail

As of 1st April 2022, the NMW for Apprentices is £4.81 per hour. This applies to 16 - 18 year old Apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other Apprentices the Apprentice National Minimum wage appropriate to their age applies.

The wage for Apprentices applies to both time spent on the job plus time spent in training.

Important Information

The employer has asked that you do not contact them direct. Doing so could jeopardise your application. You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work on a daily basis whilst waiting for your first wages to be paid.

KT&A: Kent Training & Apprenticeships are part of Kent County Council and are a leading training organisation with nearly 30 years successful experience. KT&A specialise in high quality work-based training, delivered by qualified staff with personal experience of working in the skill area they teach.


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