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 nowClosing date: 22 Jun 2023
Apprenticeship summary
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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.
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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
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Expected duration
12 Months
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Possible start date
26 Jun 2023
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Date posted
08 Mar 2023
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Apprenticeship level
Intermediate
Level 2 (GCSE) -
Reference number
VAC1000142256
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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
Qualifications
GCSE or equivalent Maths (Grade 9-4 (A*-C)) Essential
Things to consider
About the employer
Training
Training provider
KENT COUNTY COUNCIL
Contact
Kent Training and Apprenticeships Business Support Team
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 nowClosing date: 22 Jun 2023