Contact Centre Analyst Apprentice West London Mental Health NHS Trust

Our Client, is one of the most diverse providers of NHS mental health and community services in the UK. They provide care and treatment for around 62,570 people each year. They are looking for a committed and professional individual to provide 1st line support within the company’s IT Service Desk in the Business Technology Department.

Sign in to apply

Closing date: 03 Oct 2017

Apprenticeship summary

  • Annual wage

    £8,000.00

  • Working week

    Monday - Friday, 9am - 5:30pm

    Total hours per week: 37.30

  • Apprenticeship duration

    15 months

  • Possible start date

    09 Oct 2017

  • Date posted

    06 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001305720

  • Positions

    1 available

Our Client, is one of the most diverse providers of NHS mental health and community services in the UK. They provide care and treatment for around 62,570 people each year.

They are looking for a committed and professional individual to provide 1st line support within the company’s IT Service Desk in the Business Technology Department.    

KEY DUTIES –   

  • To operate the Service Desk systems and to efficiently manage the call life cycle.
  • To accurately record information given by the end user to enable the relevant technical staff to respond to the problem.
  • To initiate the appropriate response to ensure customer satisfaction and a speedy resolution.
  • To ensure the appropriate escalation of incidents, or of potential breaches of the SLA performance targets.
  • To liaise with other members of the Business Technology Department, other customer depts. and external support agencies to provide a cohesive and efficient support function across the company
  • To provide cover for Senior Analysts and operators where required.
  • Undertake any other Call Handling related duties as directed by the Assistant Support services Manager
  • Dealing with all emergency calls executing the procedures and record information precisely.
  • To administer the Contact Centre technical systems.
  • Exercise good practice for fire, health & safety protocols, reporting faults and alerting staff to any risks.
  • To participate in project team work across the company when required.
  • To support the enforcement of agreed policy, standards, procedures and levels of service in conjunction with the Assistant Support Services Manager. To carry out any other duties that may reasonably be requested by the Assistant Support Services Manager or Senior Analysts.

Requirements and prospects

Desired skills

  • Ability to work independently and maintain a high degree of self-motivation
  • Team work skills
  • Organisational skills
  • Good written and oral communication skills
  • High proficiency in English; both spoken and written
  • Computer literate and have a general knowledge of computer technology
  • Ability to develop the use of correct telephone procedure

Personal qualities

  • Adaptability and flexibility
  • Professionalism
  • Positive attitude and energy
  • Mature, calm person
  • Computer literate and have a general knowledge of computer technology
  • Customer focused

Qualifications required

5 GCSEs (ideally A* - C) including Maths, English and a science/technology subject.

Future prospects

Tech and digital professionals in London earn an average salary of £52,500 per year, so this Apprenticeship could be the start of a very promising and profitable career. AFTER THE APPRENTICESHIP Over 90% of our Apprentices move on to permanent full time employment in the tech industry. There are also opportunities to extend your training with a higher level Apprenticeship programme. Just IT have already helped over 1000 people kick-start their tech and digital careers with an Apprenticeship.

Things to consider

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

Our Client, is one of the most diverse providers of NHS mental health and community services in the UK. They provide care and treatment for around 62,570 people each year.

Employer

West London Mental Health NHS Trust

Address

1

Armstrong Way

London

UB2 4SD

You must have JavaScript enabled to view a map of the location


Training provider

Level 3 Infrastructure Technician

You will also receive full training and support from the Just IT Apprenticeship team to increase your skills.

Your training will include gaining internationally recognised Level 3 IT qualifications.

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

JUST I.T. TRAINING LIMITED

Applications for this apprenticeship are being processed by Just I T Training Limited


Before you apply

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.


Sign in to apply

Closing date: 03 Oct 2017