Customer Service Apprentice WE CARE AND REPAIR LTD

Supporting our busy customer service advisors in our Bristol office you will support with administrative tasks like checking inboxes, handling mail, loading work requests and reviewing our scheduling software for our handyperson service to ensure all enquiries are supported and acted upon.

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Closing date: 14 Jun 2023

Apprenticeship summary

  • Annual wage

    £9,609.60

    National minimum wage for apprentice will increase to £5.28 per hour from 1st April.

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Friday. Exact hours to be agreed between apprentice and their manager.

    Total hours per week: 35.0

  • Expected duration

    15 Months

  • Possible start date

    26 Jun 2023

  • Date posted

    03 May 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000160358

  • Positions

    1 available

What will the apprentice be doing?

Supporting our busy customer service advisors in our Bristol office,  you will support with administrative tasks like checking inboxes, handling mail, loading work requests and reviewing our scheduling software for our handyperson service. 

To ensure all enquiries are supported and acted upon. We hope to develop the role to include many of the key responsibilities of an advisor including checking voice messages left and calling people back to book work and deal with queries. 

Other tasks will include: 

  • Developing a comprehensive knowledge of our complaints procedure including resolving complaints themselves
  • Dealing with customers by phone, in writing and face to face
  • Use Microsoft office products and smart phones in the laptop to answer and transfer calls
  • To work with staff who are fitting telecare and pendant alarms and KeySafes to house-spare keys for carers
  • Help us keep on top of our waiting lists; calling people back who have had work referred to us and ensuring this is scheduled

We have a trusted brand and it’s important all employees champion and understand this. We treat others as we would expect to be treated, our patient, understanding and act in the clients interests.

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

Customer Service Practitioner Level 2 Apprenticeship Standard:

  • As the successful apprentice you will undertake an apprenticeship in customer services standard to include assessment in skills
  • Knowledge and Behaviours of a customer service advisor
  • Functional Skills in maths and English (if required and completion of your End Point Assessment)
  • During your time on the apprenticeship programme, you will also be expected to complete and document 20% off-job-training
  • The apprenticeship will be delivered by South Gloucestershire & Stroud College over 15 months
  • You will be required to attend the Filton Campus of SGS College on a block release for your studies and an assessor will visit you out on site
  • You will be assigned a supervisor/mentor within the workplace, who will support you to develop your workplace skills, knowledge and behaviours throughout the duration of your apprenticeship programme

What is the expected career progression after this apprenticeship?

  • We hope to develop the role once the apprentice has completed their training into a more senior role with more responsibilities

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, Number skills, Team working, Non judgemental, Patience

Qualifications

GCSE or equivalent English (Grade C/4) Essential
GCSE or equivalent Maths (Grade C/4) Essential

Things to consider

Phone calls are a key part of this role. It is always a positive if someone has a personal connection to or interest in supporting older or disabled people.

About the employer

WECH was founded in Bristol in 1986 as a not-for-profit organisation to keep people in their own homes for as long as they want to be in them. Working primarily with homeowners who are over 60, disabled or otherwise vulnerable- helping with information, advice and practical interventions including the maintenance, repairs and changes to a home that people need as they grow older in them. We have contracts to help people come home from hospital and to fit child safety equipment as well as our core services and with Housing Associations. We work to a greater or lesser extent in five counties, as well as Bristol, we work from Gloucester, to Bath and Weston-super-Mare.

Employer

WE CARE AND REPAIR LTD

Address

5 HIDE MARKET

WEST STREET

ST PHILIPS

BS2 0BH

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Training

Training provider

SOUTH GLOUCESTERSHIRE AND STROUD COLLEGE

Contact

Elaine

elaine.baillie@sgscol.ac.uk

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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