Job
Description
Post Title
Customer Services Apprentice
Post No
Grade
£3.87 to £7.20 per hour (depending
on age)
Other Payments
None
Directorate
Customer and Advice Services
Service
Customer and ICT Services
Team
Customer Services
CRB Required
No
Responsible to
Customer Services Team Leader
Job Purpose
To support the Customer Service team in helping customers access services and information at the first point of contact
through the effective use of technology.
Responsibilities and Duties
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To assist the Customer Services Team Leader to look at reviewing processes and systems to help services become
more efficient and be delivered effectively.
To research and analyse information as required by the Customer Services Team Leader.
To help with and make suggestions to proposals for change and improvement using knowledge about customers
and up-to-date technology and software.
To deal with and process customer requests that cannot be dealt with at the first point of contact, following
approved new ways of working and using new technology.
To assist customers by sensitively and efficiently taking ownership of and resolving queries and complaints and
providing accurate information and advice on all services in line with the Councils customer care standards.
To learn aspects of customer service delivery; delivering a professional, caring, responsive service, recognising the
diversity of customers and meeting agreed response times and targets.
To gain experience in the use of all ICT systems, help with testing and assist in the creation, development and
maintenance of all computerised files and statistical information.
To carry out specific clerical and administrative business support duties relevant to the service area.
To study/achieve any relevant Apprenticeship qualifications.
To actively promote the use, development, implementation and identification of digital systems in all aspects of
work.
All such other duties, functions and responsibilities as may be conducive, incidental, necessary or appropriate for
the discharge of any of the foregoing specific duties and responsibilities.
Corporate Responsibilities
Contribute towards the development of a culture within the Directorate which is customer focused, committed to securing
value for money and to providing high quality services.
Contribute towards the Council’s Values and work in line with the Corporate Competency Framework.
Adhere to the Council’s financial systems and regulations.
Act in accordance with both the Corporate and the Directorate’s health and safety policies and procedures and comply
with statutory health and safety requirements.
Promote equal opportunities within the Council and for the Directorate’s services in line with the Council’s Equality
Scheme.
To practice good information security, observing all relevant legislation, policies, procedures and supporting
documentation.
All other duties and responsibilities as appropriate in order for the post to be carried out effectively.
Prepared By: Asim Khan
Date: April 2015
Post Holder Signature:
Date:
Person Specification
POST : Customer Services Apprentice
DIRECTORATE : As allocated
POST NO :
COMPETENCIES
METHOD OF ASSESSMENT
(All competencies listed are essential to the post)
FORWARD THINKING
Looks ahead to the consequences of decisions and actions.
Interview
FORWARD THINKING
Plans and prioritises effectively, deciding what to do and what not to
do.
Interview
RESPECT
Takes action to address changing customer needs.
Interview
RESPECT
Considers impacts of all actions on the customer.
Interview
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COMPETENCIES
METHOD OF ASSESSMENT
(All competencies listed are essential to the post)
PROFESSIONAL
Demonstrates high standards of professional behaviour and integrity.
Interview
PROFESSIONAL
Demonstrates objectivity in decision making.
Interview
PRIDE
Acts as an ambassador for the Council.
Interview
PRIDE
Has pride in the Council and the services it delivers.
Interview
ONE TEAM, ONE COUNCIL
Builds effective relationships outside their immediate team.
Interview
ONE TEAM, ONE COUNCIL
Shares information with other teams who are affected by own
decisions and actions.
QUALIFICATIONS
Interview
ESSENTIAL/DESIRABLE
METHOD OF ASSESSMENT
Four GCSE passes, Grade C or above, including
English Language and Mathematics
E
Application Form
An ICT related qualification
D
Application Form
SKILLS / KNOWLEDGE / EXPERIENCE
ESSENTIAL/DESIRABLE
METHOD OF ASSESSMENT
Working knowledge of ICT programs, preferably MS
Office.
E
Application Form/Interview
Experience of basic clerical/administrative
D
Application Form/Interview
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procedures.
Ability to work as part of team or to use own
initiative.
E
Application Form/Interview
Ability to organise and prioritise workload
E
Application Form/Interview
Ability to work to proactively and within service
standards
E
Application Form/Interview
Experience of working within customer service
environment
D
Application Form/Interview
Please Note:
We will make reasonable adjustments for people who have a disability. For example, by providing aids or adaptations to help
overcome the effects of their disability. If you have a disability, please refer to the guidance notes before you complete your
application form. If you have any questions about the job description, person specification, or reasonable adjustments please
contact the HR & OD Service.
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