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Apprentice Customer Service Advisor SOUTH DERBYSHIRE CITIZENS ADVICE BUREAU LTD

Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services.

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Closing date: 17 Dec 2022

Apprenticeship summary

  • Annual wage

    £9,750.00

    Under 18yrs = £5.00 per hour 18-20yrs = £6.83 per hour 21-22yrs = £9.18 per hour 23yrs + = £9.50 per hour

  • Working week

    Monday – Friday, 9am to 5pm with 30 minutes lunch break.

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    18 Dec 2022

  • Date posted

    6 days ago

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000108303

  • Positions

    2 available

What will the apprentice be doing?

You will support in South Derbyshire, Derby City, East Staffordshire, Tamworth and surrounding areas by:

  • Providing advice on the full range of general enquiry areas maintaining quality standards and achieving performance targets.
  • Providing support to clients with a clear plan of action to enable them to act for themselves and to advocate for those who need practical assistance to progress their case.
  • Producing detailed case records on our CRM for the purpose of continuity of casework, statistical monitoring and report preparation.
  • Providing dedicated support to specific teams and projects within the organisation, as required.

You will be trained to give advice across channels including face-to-face, telephone, email and online chat. The mix of channels will vary depending on local office working but is likely to consist of mostly telephone and digital at this time.

You will receive accredited advice-level training within 12 weeks of starting your employment, with further specialist level training to follow.

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

In addition to gaining practical experience in the role, you will also attain an NVQ Level 2 Customer Service which will help start your career and give you an insight into the businesses processes and procedures. Our training is all complete remotely via teams with a development coach who will be available for support 24/7. You receive 20% off the job training during this Apprenticeship which is included in your weekly working hours.

What is the expected career progression after this apprenticeship?

  • Opportunity to progress through Citizens Advice Adviser Learning Program and complete Generalist Adviser training.
  • Opportunity to apply for advertised roles within a variety of projects and services within the organisation.
  • Continued professional development as well as opportunities to continue with further externally accredited learning

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Administrative skills, Logical, Team working, Initiative, Non judgemental

Qualifications

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

Things to consider

Company Benefits: 25 days annual leave plus bank holidays, and additional 3 days leave over Christmas period, Up to 5% pension contribution, Opportunity to consider flexible working, and remote working where appropriate, Free refreshments including tea and coffee

About the employer

Citizens Advice Mid Mercia is an independent member of the Citizens Advice network, which is made up of the national charity and a network of local Citizens Advice members. Citizens Advice Mid Mercia delivers free, impartial, independent and confidential advice, training, peer support and advocacy services. Services are delivered across South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter) and Tamworth. Citizens Advice Mid Mercia has over 70 members of staff and many volunteers delivering services from four main offices and community venues. Three things you should know about us: 1. We’re local and we’re national. We have 6 national offices and offer direct support to people in around 300 independent local Citizens Advice services across England and Wales. 2. We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away. 3. We’re listened to - and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.

Employer

SOUTH DERBYSHIRE CITIZENS ADVICE BUREAU LTD

Address

114 CHURCH STREET

CHURCH GRESLEY

SWADLINCOTE

DE11 9NR

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Training

Training provider

DERBY BUSINESS COLLEGE LIMITED

Contact

Catherine Allman

cat@dbc-training.co.uk

07508821784

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)


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