Apprenticeship

Apprentice Customer Service Assistant

Opportunity details


Partner details

Cambridge City Council

We want Cambridge to be a great place to live, learn and work.

What's on offer


Responsibilities

To receive and assist visitors to the Council, resolving general customer queries at first point of contact using all available databases and technology, ensuring customers receive a comprehensive service.

Pro-actively assist customers to resolve queries themselves by supporting their use of self-service technology (internet forms, web cam interactions or telephone).

Supports the customer and solves their issue in the most efficient way possible in a single contact, in line with customer service standards.

Strive to exceed customer’s expectations and focus on providing consistent service excellence

Gather customer satisfaction information as required and identify unique or repeat process issues, providing feedback to team managers, to ensure process improvements, and therefore customer satisfaction, are achieved through continual enhancements.

Participate in a rota to cover the general reception desk, front service desks, call handling and central post/scanning team activities across customer services as demand requires.

Work as a flexible and effective team member supporting other customer service team members with their queries as necessary.

Takes an active role in team-working and providing support to colleagues by attending and contributing to team briefings, updates and feedback sessions.

Accurately and efficiently inputs updates, deletes, retrieves, adds and amends customers data in the appropriate database, whilst actively recognises the need for customer confidentiality.

Desired skills

Ability to use applications such as internet, intranet, email and Windows applications.

Able to demonstrate customer service skills

Able to cope with high levels of work at busy periods

Computer literate (Microsoft applications)

Keyboard skills

Ability follow & understand security protocols

Personal qualities

Customer service & support – Takes personal responsibility for delivering an excellent service to meet internal and external customer needs.

Team & Partnership working – Committed to working with team members to achieve goals and ensure service is at the highest level.

Respecting diversity & equality – Encourages, values and embraces the contribution of all people

Commitment & Accountability – Takes personal responsibility for own actions and behaviours.

Personal effectiveness – Is aware of own impact on others; works to develop own strengths and capabilities

Motivation & Drive – Focuses on achieving positive outcomes

Communication – Communicates effectively in a clear, concise and open manner.

Qualifications required

Good general education with GCSE English at grade A-D or equivalent or proven ability

Willing to work towards NVQ 2 in Contact Centre, Call Handling or Customer Care or equivalent

GCSE Maths at grade A-D or equivalent

How to apply

Please click on the link: https://www.findapprenticeship.service.gov.uk/apprenticeship/739938

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