Customer Service Apprentice Bath and North East Somerset Council

What you will do in your working day

We have a fantastic opportunity to join our team as a Customer Service Library and Information Apprentice, Level 2 in Midsomer Norton.

Our friendly team is responsible for delivering face-to-face/telephony customer service across Bath & North East Somerset. Although, this vacancy will be based in Midsomer Norton, from time to time you will be asked to work from any of our other locations. These include Bath Housing Welfare & Advice Service, Bath Central Library, and the Library & Information Services in Keynsham. As well as working in our Council Connect call centre.  

As the first point of contact regardless of the access point, you will welcome customers and deal with varied council and library enquiries. All staff are expected to work proactively, providing a range of services, working alongside our internal and external service partners. You will also be required to support and participate in events and activities from time to time. These include outreach events in the local community. 

You will need a willingness to learn, have a positive attitude in delivering good customer service, be flexible in your approach and have a good knowledge of Microsoft Office applications (Word, Outlook, Excel are essential).

As an Apprentice you will have a chance to develop a career within Customer Services, with an opportunity to work from our Operational access points which include the Libraries and Information Services Midsomer Norton and Keynsham, Bath Central Library, Bath Housing Welfare and Advice Service and our Contact Centre.

As an Apprentice, Bath and North East Somerset Council will support you with your training in NVQ level 2 Customer Services.

The type of day-to-day activities you will be involved with are:

• Communicate and deal with a diverse range of customers that use the library and Information Service. As the first point of contact, you will meet and greet customers, deal with their enquiries about Council services including libraries
• The post holder will encourage customers to use a variety of different service delivery options (e.g. online self-serve) and/or signpost to service partners
• For effective service delivery you will work with multiple IT systems adhering to policies and procedures, including GDPR
• When working in the front facing Library and Information service, you will be required to support and participate in events and activities from time to time. This includes outreach events in the local community

To excel in this role you will need:

• To be a good communicator, able to share information in a clear way to support customers in resolving their enquiries
• To be able to work in a busy front facing environment ensuring the customer experience is always a positive one
• Have a good understanding and experience of using digital media and confidently support customers in its use
• To be able to work as part of a team and on their own initiative
• Have a good general knowledge and be able to research information and current affairs
• Understand the importance of time management

The training you will be getting

Customer Service Apprenticeship Level 2.

Functional Skills (if required).

Blended on/off the job training and location to be confirmed.

What to expect at the end of your apprenticeship

The option to progress directly to Level 3 apprenticeship on satisfactory completion is available, although not an automatic process.