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Customer Service Apprenticeship Ofcom

The CCT’s primary purposes is to collate complaints information on telecoms, broadcasting and postal issues and provide consumers with advice regarding potential resolution avenues available to them. This is a great opportunity for the right candidate.

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Closing date: 01 Nov 2021

Apprenticeship summary

  • Annual wage

    £18,000.00

  • Working week

    Mon-Fri 09:00am - 17:00pm 1 hour for lunch 2 x 10-minute breaks No bank holiday working

    Total hours per week: 40.00

  • Expected duration

    15 months

  • Possible start date

    05 Nov 2021

  • Date posted

    23 Jun 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001728745

  • Positions

    2 available

Duties may include:

  • Act as a first point of contact for consumers via the phone
  • Act as point of contact for Ofcom’s switchboard answering incoming calls, providing information, transferring calls and/or taking messages as necessary – providing a best in class customer experience
  • Quickly assess the relevance and nature of each contact and deal with it as appropriate
  • Accurately recording of customer information and complaint case records that feeds into wider business reports
  • Meet and exceed business KPI’s
  • Provide excellent customer service to citizens and consumers for complaints and enquires relating to telecoms, broadcast and postal issues
  • Complete any other adhoc requests that are in line with your skill and capability

Requirements and prospects

Desired skills

  • Attention to detail and accuracy
  • Typing skills and computer literate
  • Interpersonal skills 

Personal qualities

  • Polite and courteous
  • Willingness to learn and receive feedback
  • Team player
  • Conscientious
  • Resilience in challenging situations

Desired qualifications

GCSE or equivalent in English and maths at level 4/C or above.

Future prospects

We have broad range of departments/ subjects/ roles across the UK with opportunities available to all Ofcom employees.


About the employer

As the telecommunications regulator. The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003.

Employer

Ofcom

Address

Phoenix House

Lakeside Drive, Centre Park

Warrington

WA1 1RX

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Training

Training provider

Warrington and Vale Royal College

Applications for this apprenticeship are being processed by Warrington Collegiate Institute

Contact

Pamela Clegg 01925494348 pclegg@wvr.ac.uk

  • Level 2 Customer Service Practitioner Apprenticesip Standard

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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