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Level 2 Customer Service Apprentice - Skills for Work Team Blackburn College

This is an opportunity to start and build a career within a customer service and administration environment as part of a small team. You will be based in Skills for Work at Blackburn College delivering an effective and responsive service to external partners including Job CentrePlus.

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Closing date: 10 Feb 2022

Apprenticeship summary

  • Weekly wage

    £211.50

  • Working week

    Monday - Friday (times to be confirmed)

    Total hours per week: 37.50

  • Expected duration

    15 months

  • Possible start date

    11 Feb 2022

  • Date posted

    27 Sep 2021

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001768631

  • Positions

    1 available

Our students are adult learners and young people who are undertaking training to help them into employment  This includes providing administration support, inputting and retrieving information from databases, tracking applications, dealing with enquiries and preparing correspondence. This is a varied and fast paced environment where flexibility and a positive reaction to change is essential.

You will receive training in all areas of the job description, 20% of which will be “off the job” training. You will be required to successfully complete a Level 2 Customer Service Apprenticeship Standard within the duration of the contract.

Main Duties and Responsibilities:

  • Working as part of the Skills for Work administration team to support students, tutors, internal and external customers and stakeholders in a range of admin duties
  • Accurately and efficiently record student data using Excel and other Microsoft packages
  • Provide a comprehensive administrative support to the team, which may include supporting Initial Assessments, preparing course information for tutors and students, word processing, preparation of letters/reports, handling post, filing and photocopying, contacting students by email and telephone and using office equipment
  • Liaise with customers via the telephone, in writing and in person dealing with a range of matters in an efficient and appropriate manner, and to follow up outstanding information/returns in order to provide an excellent customer service
  • Ensure effective liaison with JCP Work Coaches and Customers, dealing with enquiries in an efficient and appropriate manner
  • To comply with College financial procedures and regulations, including maintenance of administrative and financial records
  • Provide a comprehensive administrative support, using the latest technologies to enhance the student experience and to record accurate data records
  • Record student outcomes and progressions electronically and ensure all paperwork is filed in an ordered structure
  • Develop an understanding of funding rules, and the impact it has on each aspect of the job role
  • Ensure effective liaison, cross college working and dealing with enquiries in an efficient and appropriate manner
  • Ensure your role meets the requirements of the Data Protection Act and Information Security Policy
  • Ensure flexible working at peak times throughout the year and to support events as required
  • Support with exam invigilation requirements during main GCSE exams
  • Support with main enrolment
  • To participate in appropriate staff development to maintain Continuous Professional Development including a commitment to working in line with the Matrix standard
  • To positively contribute to a safe learning and work environment ensuring compliance with Health and Safety and Safeguarding Policy and procedure
  • All staff have a contribution to make to the way of which we engage with prospective and existing students, which is implicit in our vision, missions and goals and which places learners at the centre of what we do. Therefore all staff are expected to contribute to support colleagues who may have more day to day contact with learners. These include supporting key processes which enhance learners’ experience e.g. attendance at promotion activities and open events, supporting student admissions, enrolment, induction, provision of reception cover, invigilation and graduation events. These activities are not exhaustive and may vary from time to time
  • Any other duties commensurate with the post

You should note that this job description is intended as a general guide to the duties attached to the post and is not an inflexible specification. It may therefore be altered from time to time to reflect the changing needs of the College, always in consultation with the post holder.


Requirements and prospects

Desired skills

  • Experience of working in an administration environment
  • A commitment to provide excellent customer service
  • Experience of supporting customers and other stakeholders
  • Awareness of the importance of accurate data collection and input
  • Experience of ICT systems including Excel Spreadsheets, Microsoft Teams, Microsoft Outlook, Word and PowerPoint
  • Proven ability of demonstrating a positive ‘can do’ attitude
  • Good organisation and time management skills
  • Confidence and ability to motivate others and maintain a positive culture within the team
  • Ability to work flexibly and adapt quickly to meet the changing needs of the Skills for Work programme
  • Commitment to developing own learning and development
  • Work effectively as part of a team and liaise with others
  • Ability to communicate effectively with staff, internal and external customers and students at all levels

Personal qualities

  • Willing to work flexibly to ensure all internal and external deadlines are met
  • Be committed to safeguarding and promoting the welfare of children, young people and vulnerable adults
  • Be committed to the College’s Equality and Diversity agenda

Desired qualifications

  • Level 2 qualification in English and maths (essential)
  • To obtain a Level 2 Qualification in Customer Service within the duration of the contract

Future prospects

  • Potential progression

Things to consider

  • You will receive training in all areas of the job description, 20% of which will be “off the job” training. You will be required to successfully complete a Level 2 Customer Service Apprenticeship Standard within the duration of the contract
  • You must have a level 2 qualification in English, maths and a working knowledge of Microsoft packages. The ability to work to deadlines, to maintain a high degree of accuracy and work flexibly as part of a team is essential

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

Further and Higher education provider offering academic and vocational qualifications from GCSE to Masters level.

Employer

Blackburn College

Address

St. Pauls Street

Blackburn

BB2 1DL

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Training

Training provider

BLACKBURN COLLEGE

Applications for this apprenticeship are being processed by Blackburn College

Contact

Apprenticeship Team 01254 292500 apprenticeships@blackburn.ac.uk

  • Level 2 Customer Service Practitioner Apprenticeship
  • Level 1 maths and English Functional Skills (if required)

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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