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Apprentice Customer Service Advisor AGILISYS CONTACT SERVICES LIMITED

We are looking to hire enthusiastic, flexible, and driven Apprentice Customer Service Advisors to provide a professional and efficient telephony service for our Kent customers.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 27 Oct 2022

Apprenticeship summary

  • Weekly wage

    £222.00

  • Working week

    Monday to Friday 9am – 5pm. Two paid 15-minute breaks. Unpaid 36-minute lunch.

    Total hours per week: 37.00

  • Expected duration

    1 years

  • Possible start date

    07 Nov 2022

  • Date posted

    31 Jan 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC001814937

  • Positions

    5 available

A fantastic opportunity to gain customer service skills.  Providing a professional, efficient and streamlined telephony service to customers of Kent County Council.

We are currently operating a hybrid work model, split between our office and homeworking, where a strong/stable WI-FI connection is required.

Main Duties:

  • Answer and respond to customer calls into the Contact Centre, to provide a service for a specified area of the Authority’s operations, giving information and advice as trained.
  • Handle calls for specific services providing information and advice where appropriate with the aim of ideally resolving customer enquiries at the first point of contact.
  • Interpret queries/problems that are generated by calls from customers in order to generate solutions to meet the caller’s needs.
  • Re-route calls to an appropriate officer when unable to assist the customer, so that they obtain an appropriate response to their enquiry.
  • Maintain call quality standards through the effective use of verbal communication when responding to each call, including following the Authority’s complaints procedure when appropriate, to ensure that callers are always provided with a high quality and efficient service.
  • At the end of each appropriate call, offer the Govmetrics customer satisfaction survey.

Further Duties - 

  • To achieve individual objectives and team targets to assist in meeting the businesses overall KPI’s. 
  • To deliver a high level of Customer Service in line with our client’s quality standards.
  • To handle a wide range of enquiries using various Service systems and processes including complaints.
  • To communicate effectively (written & verbal)
  • To be professional, helpful, welcoming, and pleasant to customers and colleagues.
  • To be able to remain calm in all situations, with a polite and courteous manner.
  • To meet data protection and client confidentiality requirements.
  • Desirable to have some knowledge of how local authorities or other large organisations operate

Wages - 

  • Starting salary £6.00 per hour.
  • Annual salary £11,544 – including a structured salary progression up to £14,044 by achieving key milestones.

Requirements and prospects

Desired skills

  • Ability to handle a wide range of enquiries in a contact centre environment
  • Computer literate and ability to operate telephone equipment effectively
  • Effective communication skills, both written and verbal with a polite, efficient and courteous manner.  Able to deal sympathetically with distressed, agitated, confused, irate customers or those with special needs
  • Ability to learn and deliver new services
  • Some knowledge of how local authorities or other large organisations operate

Personal qualities

  • Personal self-confidence to provide a customer focused front-line enquiry service via the telephone
  • Possess a friendly and helpful disposition
  • Able to remain calm under pressure

Desired qualifications

  • GCSE (or equivalent) Grade 9 - 4 (A* - C) is required in English and maths. 

Future prospects

  • Potential for full-time employment for the right candidate
  • There are opportunities to progress from a Level 2 to a Level 3 qualification
  • Many employers retain apprentices in full/part time positions
  • The qualifications you gain can also help you to get into higher education or other employment 
  • Being an apprentice gives you the opportunity to gain a recognised qualification and developing professional skills whilst earning a salary, inside some of Kent’s best companies
  • Once the apprenticeship has been achieved you will have the skills, abilities and experience to update and enhance your CV, to make it attractive to potential employers

Things to consider

Interview:

  • We will be interviewing candidates who meet the criteria as they apply and will recruit after a successful interview which may be before the closing date.

Reality Check:

  • You will be responsible for your travel expenses to and from your place of work.  Therefore, you must have the means to get to your place of work on a daily basis whilst waiting for your first wages to be paid.

Travel Information:

  • Based in Maidstone, the office is accessible via train car and bus. Maidstone East is just opposite the office along with a pay and display car park.
  • There is no available on site parking which is free.

About the employer

At Agilisys we strive to improve the customer’s experience at each of our various contact points. We are an employee-owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK. We are one of the UK's most innovative IT services providers, delivering transformation through a suite of world-class citizen-centric technology products as well as centres of operational excellence around the UK.

Employer

AGILISYS CONTACT SERVICES LIMITED

Address

Invicta House

County Hall

Maidstone

ME14 1XX

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Training

Training provider

KENT COUNTY COUNCIL

Applications for this apprenticeship are being processed by Kent Training & Apprenticeships

Contact

Kent Training and Apprenticeships Business Support Team 0800 731 4297 KT&A@kent.gov.uk

  • Level 2 Customer service practitioner apprenticeship standard

On the job training with the employer whilst working towards the Apprenticeship Standard.

Regular work based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Employer's Application Instructions

This employer has requested all applicants to apply through Kent Training and Apprenticeships online application system – Therefore, to apply for this position, please click on the link below and follow the online instructions.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 27 Oct 2022