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Customer Service Apprentice

  • Reference: NHC211
  • Application closing date: 03 Nov 2017 12:00

Job Description

Main purpose and scope of the job:

The role will develop your business administration skills by directly supporting the Customer Services Team deal with a wide range of  enquiries at reception ensuring an effective and efficient service at all times.

Principal Duties and Responsibilities: 

  1. Be the first point of contact for our customers at reception or through electronic media in order to provide an efficient and courteous service at all times.
  2. Engage with our customers and respond to queries to provide appropriate information, advice and where necessary signpost to alternative agencies.
  3. Take ownership for each interaction to ensure that enquiries are handled professionally and in a timely manner.
  4. Aim to resolve queries directly or in liaison with others.
  5. Handle all expressions of dissatisfaction sensitively and take ownership to deal with the issue ensuring it is handled in line with the Groups policy and procedure.
  6. Access, update and accurately record information on the Groups IT systems.
  7. Take ownership for individual performance.  Regularly review with Line Manager, and where appropriate, identify areas for improvement.
  8. Actively seek and use feedback to identify ways to improve the delivery of customer service.
  9. Undertake general administrative duties as required by the Customer Services department.

Standard Requirements (Applicable to all roles)

  1. All individuals are expected to be flexible in undertaking the duties and responsibilities attached to their job and may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility.
  2. All individuals are expected to maintain personal and professional development to meet the changing demands of the job and participate in appropriate learning and development activities.
  3. All individuals are expected to carry out their duties and responsibilities having regard to the company’s commitment to providing a customer focused service. 
  4. Act as an ambassador for the Group at all times during the course of your duties.
  5. Ensure compliance with requirements under the Data Protection Act 1998 and follow the Group’s Data Protection Policy and procedures relating to confidentiality.
  6. To promote equality and diversity and to treat everyone with fairness and dignity. Whilst be committed to the principles of Equality and Diversity.
  7. To recognise health and safety as a responsibility of every individual, to take reasonable care of oneself and others in the workplace and comply with policies, relevant legislation and any service specific procedures that may apply to the role.
  8. Ensure practice is firmly rooted within the Children and Adults Safeguarding framework. As an organisation we take an assertive approach to ensuring the safety and well-being of all children and adults with care and support needs and colleagues will need to demonstrate an understanding and commitment to best safeguarding practice.

Candidate Requirements

Person Specification

Job Title:

 

CUSTOMER SERVICES ADVISOR APPRENTICE

 

Department:

Customer Services, Wem

 

 

 

Qualities

Essential or Desirable

Method of Assessment

  • Demonstrates trust and respect in dealings with all customers and colleagues

E

Interview

  • Demonstrates empathy and can relate to others

E

Application Form/Interview

  • Confident with an ability to stay calm under pressure

E

Application Form/Interview

  • Approachable with the ability to work as an individual and as part of a team

E

Application Form/Interview

  • Ability to organise workload and use initiative

E

Application Form/Interview

Qualifications

 

 

  • A minimum of 3 GCSEs, predicted grade C or above to include Maths and English

D

Application Form

Knowledge and Skills

 

 

  • Good communication skills, both verbal and written.

E

Application Form/Interview

  • An interest and knowledge of office administration as a result of previous work experience

D

Application Form/Interview

Experience

 

 

 

  • Use of a range of IT systems including Microsoft Office and Windows based technology

D

Application Form

  • Experience of directly delivering customer service

D

Application Form/Interview

Judgement/Decision Making

 

 

  • Uses sound judgement with the ability to identify and respond to customers’ needs

E

Interview

  • Can communicate effectively with customers and colleagues

E

Interview

Customer Care/Interpersonal Skills

 

 

  • An interest and willingness to work within a customer services team

E

Interview

  • Ability to effectively interact with customers either face to face, via telephone and through social media

E

Application Form/Interview

Service Development/Finding Solutions

 

 

  • Good problem solver

D

Application Form/Interview

  • Ensures own behaviour develops positive working relationships

 

E

Application Form/Interview

Other Factors

 

 

  • Flexible approach to work, including travel between Wem and Craven Arms

D

Interview

Employment Details

  • Employment Type: Full time
  • Hours: 37
  • Pay: £3.50 Hourly

How to Apply

To apply online please Click Here. Or alternatively you can apply for an application pack by telephoning: 0300 303 1190 (option 2) quoting the post reference.