Apprentice Customer Service Officer Brighton and Hove City Council

We are offering an opportunity to learn all about customer service for a diverse group of residents & visitors to support them with their travel needs. You will learn about the organisation & its’ systems, build & develop relationships with colleagues & customers, process applications, respond to queries & complaints effectively and work in a team.

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

Apply now

Closing date: 12 May 2024

Apprenticeship summary

  • Annual wage

    £16,591.86

    Once completed first year National Minimum Wage for your age will apply (but no less than starting salary)

  • Working week

    Monday - Friday, 9.00am - 5.00pm but with some flexibility

    Total hours per week: 37.0

  • Expected duration

    18 Months

  • Possible start date

    02 Jun 2024

  • Date posted

    17 Apr 2024

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000244003

  • Positions

    1 available

What you will do in your working day

Apprentices will gain knowledge in all areas of the apprenticeship whilst gaining invaluable experience in the workplace in putting this learning into practice.  

You will:

  • Learn to deal tactfully with all enquiries from members of the public, other officers, contractor staff, and process these in accordance with the set procedures
  • Learn how to respond to verbal and written communications, and produce information regarding parking schemes, ensuring customer satisfaction and an understanding on the customer journey
  • Learn to use and maintain internal systems to record confidential customer information, to monitor customer service levels and to meet their needs
  • Learn to issue Parking Permits or Blue Badges and Concessionary Bus Passes/Taxi Vouchers in accordance with the regulations of the scheme/internal processes
  • Learn to advise the public on the correct usage of Parking Permits or Blue Badges and Concessionary Travel Passes
  • Learn how to interpret and apply relevant team policies
  • Learn how to and carry out all administration in connection with either Parking Permits or Blue Badge Scheme and Concessionary Travel Scheme
  • Learn to receive/record payments and issue receipts as necessary, learning and having due regard to audit requirements

This is a large, friendly team who support each other work together with a customer focus. The team value apprentices & have experience of supporting them through the programme.

The training you will be getting

  • The Customer Service Practitioner Apprenticeship at level 2 is run by Chichester College Group who is responsible for supporting you with your learning and carrying out assessments
  • You will learn all the knowledge, skills and behaviours in the apprenticeship standard and once you are competent in all these areas, you will take an End Point Assessment before successfully completing
  • For apprentices without evidence of English and Maths functional skills, you will be required to study this alongside your apprenticeship. You will receive support from a nominated mentor, throughout the duration of the Apprenticeship
  • Delivery will be via online fortnightly workshops, assessor meet/visits every 4-6 weeks, three way review with manager, apprentice & the college every 8-12 weeks, plus other off the job learning during contracted hours
  • Functional Skills in English and maths if required

What to expect at the end of your apprenticeship

  • Potential opportunities to progress within the council into further employment, whether in the service or in the wider council

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Analytical skills, Team working, Initiative, Patience

Qualifications

GCSE or equivalent English (Grade A*-E, 2-9) Desired
GCSE or equivalent Maths (Grade A*-E, 2-9) Desired

About the employer

We are one of the largest employers in Sussex employing around 8,000 staff who deliver more than 700 services to local residents. Working for us is more than just a job. It’s all about making a real difference to people’s everyday lives. We firmly believe that our staff are our greatest asset and it’s important to us that they are happy, healthy and productive at work. We are an accredited Living Wage employer and offer a range of financial and non-financial benefits.

Employer

Brighton and Hove City Council

Address

Hove Town Hall

Norton Road

BN3 3BQ

Contact

Rebecca Middlebrook

rebecca.middlebrook@brighton-hove.gov.uk

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Training

Training provider

CHICHESTER COLLEGE GROUP

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 practitioner

Level 2 (GCSE)

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

Please see the Brighton and Hove City Council website for more information on how to apply.

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

Apply now

Closing date: 12 May 2024