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Customer Experience Apprenticeship Civica UK Ltd

This Babington Apprenticeship will be within the Engagement Solutions business unit of Civica UK and relates to our Civica Declare product. Our Customer Experience Team act as first line support to customers that use Civica Declare and ensure they have the knowledge needed to succeed.

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Closing date: 29 Aug 2022

Apprenticeship summary

  • Annual wage

    £18,000.00

  • Working week

    Mon-Fri 9am to 5pm

    Total hours per week: 36.25

  • Expected duration

    12 Months

  • Possible start date

    05 Sep 2022

  • Date posted

    04 Jul 2022

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000061653

  • Positions

    1 available

What will the apprentice be doing?

As part of that team, the Customer Experience Apprentice will provide support to our 60 Declare customers. Civica Declare is our fully integrated end-to-end solution that helps NHS providers and commissioners to comply fully with conflicts of interest regulations, while saving time and money.

Main responsibilities:

  • Provide first-line support to customers via telephone, email and MS Teams - verifying and understanding their request, answering queries, addressing problems and offering assistance and solutions
  • Help our customers with the ‘how to’, ‘where do I find’, and ‘is there a better way to’, to ensure our customer community is fully supported and have a brilliant experience every step of the way
  • Problem solve and troubleshoot with customers, either assisting them whilst on the phone or taking details and getting back to them in a timely manner once the answer has been found
  • Manage support cases effectively and see them through to conclusion, including cases that require ‘Line 2’ support or product development
  • Communicate and work effectively with your Declare colleagues to prioritise cases and give updates on current jobs, tasks, projects and issues.
  • Help ensure our customers are appropriately trained and deliver training as appropriate via video-conferencing, webinars or in-person meetings.
  • When required, log product development cases and work in partnership with our Product Team so that the request is fully understood
  • Maintain an excellent understanding of NHS England’s regulations concerning declarations of interest
  • Maintain an excellent understanding of our Quality and Information Security policies, adhere to them and ensure our work follows them

Additional responsibilities:

  • Develop and maintain a good understanding of all other Engagement Solutions products and services
  • Work collaboratively with other teams and build strong relationships with other colleagues in our business unit and wider division
  • Contribute positively and constructively in discussions, internal projects, company meetings and strategy days to help Engagement Solutions achieve its aims
  • In addition, undertake any other tasks, duties or projects which may arise from time to time and which are appropriate with the level of this post and as directed by your Line Manager.

Reporting relationships:

  • Line Manager will be Customer Experience & Product Manager: Declare & Engage
  • Close working relationship with the rest of the Declare Customer Experience Team and Product Team

What training will the apprentice take and what qualification will the apprentice get at the end?

Customer Service Specialist Level 3

What is the expected career progression after this apprenticeship?

Future job role

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Analytical skills

Qualifications

GCSE or equivalent Maths and English (Grade Grade A-C/8-4) Essential

Things to consider

Visit https://www.civica.com/en-gb/about-us/our-people/ for more information on working for Civica. Benefits include 25 days annual leave plus bank holidays, Scottish Widows Pension (company matches contributions at 5%), Income Protection, Critical and dependent critical illness cover, Life and dependent life assurance. In addition, Civica operates a flexible benefit scheme through its MyBenefits platform where you can customise a package to meet your needs (some at additional but discounted cost). These benefits include Cycle to Work, Dining Card, Payroll Giving, Will Writing, Private Healthcare, Extra Holidays purchase, Health screening, Dental insurance and Travel insurance. Civica gives employees access to additional perks and discounts including discounted gym membership, mobile contracts, car purchase, tech goods etc. Civica operates a blended working policy where time is split between the office and home, to be discussed/arranged with the line manager. Visit https://www.civica.com/en-gb/about-us/careers/ for more information on working for Civica, and the industry awards attained. We’ve developed our working policies and procedures on simple foundations. By being open, innovative, and having customer service excellence at heart, we’re able to retain the people and knowledge we need to grow. Learning, career development and praise are also key parts of our culture. We challenge our people to become their own Chief Learning Officers through our Academy programmes, engage in our feedback opportunities, and seek to reward and recognise each other with the tools available. Our core values of knowledge, integrity and action further act as a differentiator for our business. They’re built into every aspect of Civica life and help us drive success for our people and customers

About the employer

Civica is one of the UK’s largest software companies, with over 30 years of proven expertise in delivering improved outcomes for public services around the world. See website for further details.

Employer

Civica UK Ltd

Address

Southbank Central

30 Stamford Street

London

SE1 9LQ

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Training

Training provider

BABINGTON BUSINESS COLLEGE LIMITED

Contact

Jamie Dobson

Jamie.Dobson@babington.co.uk

Apprenticeship standard

Customer service specialist

Level 3 (A level)

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