Council Customer Service Advisor Apprentice Agilisys

We are looking to hire enthusiastic, flexible, and driven Customer Service Advisors to provide a professional and efficient telephony service for our Kent customers. This is a fantastic opportunity for the right candidate.

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

Apply now

Closing date: 22 Jun 2023

Apprenticeship summary

  • Annual wage

    £11,544.00

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

  • Working week

    Monday to Friday 9.00am – 5.00pm. Two paid 15-minute breaks. Unpaid 36-minute lunch. We are currently operating a hybrid work model, split between our office and home working, where a strong/stable WIFI connection is required.

    Total hours per week: 37

  • Expected duration

    12 Months

  • Possible start date

    26 Jun 2023

  • Date posted

    08 Mar 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000142256

  • Positions

    5 available

What will the apprentice be doing?

You can be a key part of a great team at Agilisys. We work in partnership with KCC to provide an excellent customer service provision to the people of Kent. Agilisys is an employee-owned organisation which enjoys delivering success through innovation. You will be working with public sector partners to help them transform services and make a real difference to millions of people across Kent. The company is known as one of the UK's most innovative IT services providers so you can be at the forefront of innovation and development. We need someone who’s enthusiastic, flexible, and has a drive to provide help and support for the people of Kent.

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.
  • 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.

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

  • Customer Service Practitioner Level 2.
  • 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.

What is the expected career progression after this apprenticeship?

  • 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.

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, Logical, Team working, Initiative, Patience

Qualifications

GCSE or equivalent English (Grade 9-4 (A*-C)) Essential
GCSE or equivalent Maths (Grade 9-4 (A*-C)) Essential

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 daily 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

Address

Invicta House

County Hall

Maidstone

ME14 1XQ

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Training

Training provider

KENT COUNTY COUNCIL

Contact

Kent Training and Apprenticeships Business Support Team

KT&A@kent.gov.uk

0800 731 4297

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: 22 Jun 2023