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Customer Service / Administration Assistant Apprentice Bespoke Care & Support Services Ltd

Responsible to the operations managers, the administrative assistant is to provide day-to day central office services and administrative support. The administrative assistant will liaise with and provide support to the care services manager and operations managers as well as dealing with the day to day running of the office.

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Closing date: 23 Jan 2022

Apprenticeship summary

  • Weekly wage

    £161.25 - £187.50

  • Working week

    Monday - Friday (Times to be confirmed)

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    31 Jan 2022

  • Date posted

    13 Sep 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001764675

  • Positions

    1 available

The role will include various administration duties with the aim to develop and have more responsibility during your apprenticeship. The role will include some of the following areas:

  • General administrative duties including typing correspondence by e-mail and letter
  • To undertake filing, photocopying and distribution of relevant documents
  • Answering the telephone in a professional manner and dealing with enquiries
  • Responsible for co-ordinating the post
  • Support to members of the Management Team
  • Using Microsoft Packages, in particular Word and Excel
  • Inputting data onto internal systems with a high level of accuracy
  • To deal courteously and efficiently with all visitors
  • Providing refreshments for visitors when required
  • Dealing with stationery/stock levels and reordering as and when appropriate
  • Assisting all members of the team as and when required
  • Dealing with requests for information
  • People Planner / Access Care Planning:
  • Maintain Systems (Event Notes, Updates and Visit Disruption Reports)
  • Creating new case files for service users and employees
  • Updating tasks and training records where necessary
  • Liaising with the Access Group regarding technical issues People Planner and Access Care Planning are cloud based software packages used by BCSS for rostering, invoicing and payroll, service user file storage and employee record keeping. E-mail and Telephone Communications:
  • Responding to e-mails
  • Screening calls, dealing with telephone enquiries and visit cancellations
  • Creating and / or sending Memos / text messages to care teams BCSS receives a high level of daily e-mails, telephone calls and communications from care staff members in the field other organisations we work in partnership with, such as Kirklees Council, local NHS trusts, GPs, district nurses, West Yorkshire Fire and Rescue, West Yorkshire Police and so on. Paperless Filing and Data Storage:
  • Scanning documents and saving on network
  • Using Access Care Planning to log information BCSS is moving towards operating a paperless office, rather than photocopying and storing information in filling cabinets we scan and save to network folders
  • As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:
  • Attend and be punctual for all induction sessions
  • Attend and be punctual for all lessons
  • Complete all required assignments with by the required timeline.
  • Build up your portfolio of evidence on-going during your apprenticeship programme.
  • Access support from your tutor/assessor as and when required
  • Access support from your manager with regards to any evidence requirements or support as and when required
  • Attend all work-based training/support sessions

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by the organisation which is relevant to your post within the company to meet the overall business objectives.


Requirements and prospects

Desired skills

  • Well-organised
  • Courteous
  • Reliable
  • Strong work ethic
  • Productivity
  • Professionalism
  • Problem-solving and critical thinking skills
  • Good technical, interpersonal and communication skills
  • Customer focus
  • Discretion
  • Multitasking ability
  • Teamwork and collaboration skills

Personal qualities

  • An enthusiastic individual
  • Flexible approach to work, willing to go the extra mile to get the job done
  • Must be punctual as well as having a good attendance record
  • Ability to work on your own initiative, when required
  • Ability to work effectively as both part of a team and as an individual
  • Respond positively to the demands of a varied workload
  • Friendly and approachable
  • Commitment to undertake continued training and development

Desired qualifications

  • Grade C/4 or above or Functional/Key Skills Level 2 in Maths and English is required
  • An IT qualification would be an advantage

Future prospects

  • There is a strong possibility that you will gain a permanent position following successful employment as well as achievement of the full apprenticeship qualification
  • There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications

Things to consider

  • There are good transport links by bus/train.
  • Please check cost and time it will take to travel

Following applying for this vacancy the first stage, after your initial application, will be to attend an interview with Nichola Barnes via Zoom. If you do not attend this interview your application will not progress any further.

For any further information on this vacancy please contact Nichola Barnes at Kirklees College on E-mail: nbarnes@kirkleescollege.ac.uk

Mobile Number:  07788 390025

Apprenticeship Team: apprenticeships@kirkleescollege.ac.uk

NO CONTACT should be made with the employer at this initial stage, the College is more than happy to help you with any queries you may have.

The salary may be negotiable. This will depend on experience. 

The salary may also increase after a probationary period, if the budget allows, following successful employment and production of the required work towards achieving the qualifications towards the apprenticeship training programme.

This vacancy may close early if sufficient applications are received. Please ensure you apply early to avoid disappointment.

Your employer will allow you time off for study and this will be part of your contract of employment.  You should attend all required classes and keep up to date with any set work. At this present time classes are delivered via Teams so apart from an induction session you will not need to attend Kirklees College, delivery will be online.

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates


About the employer

Bespoke Care and Support Services (BCSS) is an award-winning Huddersfield based homecare provider that has a recent track record of providing the highest quality of care. We have been rated “good” overall by the Care Quality Commission following an inspection in November 2018. The inspector reported that: “People who used the service and their relatives told us staff were caring. They told us staff did not rush them and they had time to chat. They told us the staff were respectful at all times and ensured their privacy was maintained”. “The culture of the organisation was good, and staff felt supported by a management team that was experienced and who listened to them”. “People received care that met their needs, choices and preferences and they were involved in the review of their service”. We received further endorsement following our Top 10 Recommended Agencies Yorkshire and The Humber 2015 by homecare.co.uk. The ranking was taken from the ratings from reviews from our service users. We are committed to providing the highest quality home care and support services to help enable older people to live independently in their own homes. Although the company was recently established in 2013 the management team have over 15 years’ experience of the care sector in Huddersfield, Bespoke Care aims to continue making a positive difference to people’s lives and represent excellent value for money. We provide a wide range of care and support services that can accommodate people from diverse backgrounds with varying needs. Each person is treated as an individual and our services are tailored to them, creating People Shaped Services.  

Employer

Bespoke Care & Support Services Ltd

Address

7

Northumberland Street

Huddersfield

HD1 1RL

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Training

Training provider

KIRKLEES COLLEGE

Applications for this apprenticeship are being processed by Kirklees College

Contact

Nichola Barnes 07788 390025 Apprenticeships@kirkleescollege.ac.uk

Overview of Customer Service Apprenticeship Standard.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.

The standard covers the following:

  • Knowledge
  • Knowing your customers
  • Understanding the organisation
  • Meeting regulations and legislation
  • Systems and resources
  • Your role and responsibility
  • Customer experience
  • Product and service knowledge

Skills:

  • Interpersonal skills
  • Communication
  • Influencing skills
  • Personal organisation
  • Dealing with customer conflict and challenge

Behaviours / Attitude:

  • Developing self
  • Being open to feedback
  • Team working
  • Equality - treating all customers as individuals
  • Presentation - dress code, professional language
  • “Right first time”

You will complete an End Point Assessment this will involve the following:

  • Showcase/Portfolio
  • Interview
  • Practical Observation
  • Professional Discussion

Functional Skills:  Level 1 and then L2 in Maths and English (Exemptions may apply if Grade A - C GCSE, Functional/Key Skills Level 1 or 2 has been achieved.

You are given one day per week as time off to study; you will attend classes via Teams and complete work for your apprenticeship. The study day is a Wednesday.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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