Customer Service Specialist - Level 3 Apprenticeship - Customer Service Contact Centre

How to apply

Please complete the registration form and email along with your CV to brent.works@brent.gov.uk.

Please ensure you submit the completed form with your CV, or your application will not be processed. The Equality and Diversity Monitoring section of the application is voluntary.

 

 

Job Title

Customer Service Specialist - Level 3 Apprenticeship - Customer Service Contact Centre

Location
Civic Centre and other locations from time to time
Reference Code
BW313
Contract hours

36 hours per week

Salary

£15,000 p.a. inc.

Number of vacancies  1
Potential qualification and progress 

Level 3 Customer Service Specialist

Estimated start date

January 2020

Length of apprenticeship

16 Months

Eligibility criteria

English and Maths Level 2 is desirable, but not essential and can be added as part of the apprenticeship.

Application closing date

29/11/2019

Summary

Brent Council is committed to the continued expansion and development of all apprenticeship programmes. Our apprenticeship schemes at Brent is just one of the ways we grow our own talent within the borough.

There is no age limit on an apprenticeship

An apprenticeship can be used for people starting out on their work life journey at the age of 16 or those changing a career for a different working life.

To provide customers and other stakeholders, first contact resolution for up to six service area enquiry types via phone, email, web chat and social media channels. These may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Protection, Housing Benefit/Council Tax Support, and Environment and Protection amongst others.

To provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.

To carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.


The role and responsibilities

  • To provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to six specialist Council services which may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Environment and Protection, Housing Benefit/Council Tax Support and Planning/Building Control amongst others. 
  • To take ownership and appropriate action to resolve enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
  • To promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.  
  • To efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.

The Person should

  • Keen to learn
  • Demonstrate good communication skills
  • Understand of good customer service and team work
  • Interest in developing a career in customer services
  • Show their interest in local government and the delivery of public services
  • Be flexible and have positive approach to work

Qualifications required

  • English and Maths level 2 is desirable, but not essential and can be added as part of the apprenticeship   (must be completed prior to the end of the apprenticeship)
  • Good IT skills including knowledge of Microsoft Word, Excel and PowerPoint

The Apprenticeship:

Below is a link to the Apprenticeship Standard that you will be working towards.

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist/

Simultaneously undertaking a comprehensive study programme towards the Level 3 apprenticeship. You will gain valuable knowledge and skills which will be an asset to the council and your career. Our apprenticeship scheme offers significant assistance with training and provides the opportunity to improve skills for future career opportunities.

Please note there is an end point assessment at the end of this apprenticeship, which is carried out by an external assessor and will include: A knowledge test, a Portfolio based interview and a Project presentation. 

Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community.

Applications are particularly welcome from people with disabilities and LGBT (lesbian, gay, bi-sexual and transgender) applicants as they are under-represented across the council.

All organisations and individuals who work with children and young people, or are involved in providing services for them have a duty to safeguard and promote their welfare.

We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment.

Before you join Brent Council, you will need to provide your National Insurance (NI) number and undergo a Home Office Standard I.D. check.

Successful applicants will be required to apply for a DBS Disclosure.

 

Please note: Priority will be given to Brent residents in the first instance. This vacancy may close before the advertised closing date if a sufficient number of suitable applications are received. Early application is therefore recommended.

 

 

 

How to apply

Please complete the registration form and email along with your CV to brent.works@brent.gov.uk.

Please ensure you submit the completed form with your CV, or your application will not be processed. The Equality and Diversity Monitoring section of the application is voluntary.