Customer Service Technician Apprentice Nottinghamshire Police

As part of a team, the post holder is responsible for providing a front line technical support service to customers from all areas of the force and across the rank structure. The role will ensure that customers understand their IT to get the most benefit in their roles, gain efficiencies and competencies.

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

Apply now

Closing date: 25 Jun 2024

Apprenticeship summary

  • Annual wage

    £20,070.00

  • Working week

    Monday - Friday, 9.00am - 5.00pm, with 30 mins for lunch.

    Total hours per week: 37

  • Expected duration

    15 Months

  • Possible start date

    01 Jul 2024

  • Date posted

    31 May 2024

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000254351

  • Positions

    1 available

What you will do in your working day

PRINCIPAL ACCOUNTABILITIES

  • Be the first point of contact to customers who contact IS for help and support, by phone, in person or online.
  • Triage enquiries to determine the prioritisation of reported Incidents and Requests appropriate to the business critical functions and force priorities.
  • Complete initial troubleshooting on issues being presented with an aim to resolving them there and then or recording the issues to help the investigation and diagnosis by other IS teams.
  • Follow up on calls waiting for customer and waiting for authoriser to ensure they are completed within service targets. Follow up on
    Customer feedback on the closure of incidents and requests.
  • Direct customers to self-help resources and knowledge articles, test documentation and guidelines before publication.
  • Support the release of new products by participating in testing and by providing early life support activities such as providing advice on new systems and technologies.
  • Maintain the stock of hot swaps to get Customers up and running and maintain the stock of over the counter spares and peripherals, including loan equipment.
  • Fulfill requests and maintain stocks of non-standard and adaptive
    technologies, ensuring that customers receive their specialist equipment within SLA.
  • Participate in technology audits and stock checks for all technology assets, including the recovery of unused hardware or software assets.
  • Administer asset records for devices, components and monitor service usage and billing working with service providers as required.
  • To participate in the Force PDR process.

The training you will be getting

  • Level Customer Service Specialist apprenticeship standard, including Functional Skills in maths and English, if required.
  • This is a work based programme which means that predominantly, your learning will take place on the site of your employment and within your contracted working hours.
  • You will work with expert assessors to develop new knowledge, skills and behaviours within the profession.
  • You will experience a blended learning model.
  • We host supporting workshops regularly throughout the apprenticeship which you can attend in person at our Derby Road campus or online using Microsoft Teams. These workshops are carefully designed to support the learning required throughout the apprenticeship programme.
  • You will gather learning evidence, journals and off-the-job records using your e-portfolio.
  • At the end of the planned learning period, it will be agreed by all parties that you are ready to enter 'Gateway' and for your End Point Assessment to be arranged.

What to expect at the end of your apprenticeship

  • Potential of full time role, upon successful completion of apprenticeship.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Customer care skills, Problem solving skills, Logical, Team working, Initiative, Non judgemental, Patience

Qualifications

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

Things to consider

Minimum requirements to apply for this role are 5 GCSE’s A*- C. Candidates are required to attach their qualifications as a supporting document on their application form. Individuals who have not yet obtained their GCSE results are required to attach their predicted grades

About the employer

Internationally famous for Sherwood Forest, home of the Robin Hood legend, the principle of serving and protecting our communities remains just as true as it did back then. The force has a dedicated workforce of just under 3,800 officers and staff, who are supported by a growing army of hundreds of Special Constables, cadets and volunteers. Our priorities: engage our communities; create a service that works for local people; become an employer of choice.

Employer

Nottinghamshire Police

Address

Sherwood Lodge

Arnold

Nottingham

NG5 8PP

You must have JavaScript enabled to view a map of the location


Training

Training provider

WEST NOTTINGHAMSHIRE COLLEGE

Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Customer service specialist

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications


Employer's Application Instructions

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

Apply now

Closing date: 25 Jun 2024