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APPRENTICE CUSTOMER SERVICES ADVISOR Connexus

This is an exciting opportunity to represent Connexus Housing to develop, implement, maintain and improve Customer Service. Connexus is a community-focussed rural housing group with over 10,000 homes across Shropshire and Herefordshire. Our focus is to provide high-quality affordable housing and enhance the lives of our customers and communities.

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Closing date: 10 Feb 2023

Apprenticeship summary

  • Annual wage

    £15,960.00

    £9.50 an hour. Rising to £9.90 after the first year

  • Working week

    Monday - Friday, shifts to be confirmed

    Total hours per week: 35

  • Expected duration

    18 Months

  • Possible start date

    27 Feb 2023

  • Date posted

    25 Jan 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000126176

  • Positions

    1 available

What will the apprentice be doing?

  • Be the first point of contact for our customers at reception or  through electronic media in order to provide an efficient and  courteous service at all times
  • Engage with our customers and respond to queries to provide appropriate information, advice and where necessary signpost to alternative agencies
  • Take ownership for each interaction to ensure that enquiries are handled professionally and in a timely manner
  • Aim to resolve queries directly or in liaison with others
  • Handle all expressions of dissatisfaction sensitively and take  ownership to deal with the issue, ensuring it is handled in line  with the Groups policy and procedure
  • Access, update and accurately record information on the Groups IT systems
  • Take ownership for individual performance. Regularly review with Line Manager, and where appropriate, identify areas for improvement
  • Actively seek and use feedback to identify ways to improve the delivery of customer service
  • Undertake general administrative duties as required by the  Customer Services department

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

Customer Service Practitioner Level 2 Apprenticeship:

  • This will also include functional skills if required
  • End point assessment
  • Certificate of completion of the standard
  • You may have to attend formal college sessions (if English & maths are required)
  • You will learn the knowledge, skills and behaviours related to the apprenticeship standard

What is the expected career progression after this apprenticeship?

  • Although there is no guarantee of a permanent position once the apprenticeship has ended, internal opportunities arise on a regular basis, so candidates would apply in the usual way via application form. There is a suite of mandatory e-learning that would need to be completed as well as access to in-house training & development

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Organisation skills, Customer care skills, Team working

Qualifications

GCSE or equivalent Maths and English (Grade 4/C or above) Desired

Things to consider

The role is office based with the benefit of some home working. There are good train links from both Hereford and Shrewsbury to Craven Arms. No weekend work is required

About the employer

Connexus is a community-focussed rural housing group with over 10,000 homes across Shropshire and Herefordshire. Our focus is to provide high-quality affordable housing and enhance the lives of our customers and communities. We do this through the development of new affordable homes, maintenance and improvement of our existing homes, and the development of associated services.

Employer

Connexus

Address

THE GATEWAY

THE AUCTION YARD

CRAVEN ARMS

SY7 9BW

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Training

Training provider

HEREFORDSHIRE, LUDLOW, AND NORTH SHROPSHIRE COLLEGE

Contact

COUNTY TRAINING

enquiries@ctapprenticeships.co.uk

0345 678 9023

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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