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Support Team – Nutrition and Wellbeing Apprenticeship

Hertfordshire Independent Living Service
A great opportunity to gain vital experience and work towards a level 2 qualification.

Hertfordshire Independent Living Service - Employer

Hertfordshire Independent Living Service (HILS) is the largest not-for-profit meals on wheels service in the UK. Established by Hertfordshire County Council in 2007 as a charitable social enterprise, HILS provides a range of caring services to help people to stay happy, healthy, and independent in their own homes. We have been recognised with a number of local and national awards, and we offer a responsive and flexible service. We operate from four sites across the county, in Hemel Hempstead, Letchworth, St Albans, and Ware. We employ 200 staff who make a real difference to people’s lives. We give support and peace of mind to thousands of Hertfordshire’s residents, their families and their friends, and we love doing it!



12 months

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Job Summary

New Vacancy
Customer Service
Hertfordshire Independent Living Service

Detailed Job Description

The purpose of this role is to provide support across HILS’ Nutrition and Wellbeing Services. The successful candidate will be responsible for supporting HILS’ Active Ageing, Nutrition, and other related teams.The Apprentice will manage the team email inbox and ensure that responses are sent to internal and external customers.The Apprentice will liaise with clients over the phone and via letters to book appointments for HILS’ Health and Wellbeing Services teams.The Apprentice will do telephone screening phone calls for new clients who wish to join one of HILS’ Health and Wellbeing service, to make sure that they are appropriate for the service.They will update the client database, and ensure all client records are kept up-to-date; collect and report on client feedback and other service data as appropriate. The Apprentice will also support with the teams’ written communication by ensuring that there is a good supply of current marketing and service literature available at all sites. The Apprentice will also work with HR to ensure that new training sessions and events are well-attended, by talking to Team Leaders and members of HILS’ operational teams.Support the Nutrition and Wellbeing Services team in administering new projects.

Requirements and Prospects

Qualifications required

A-C in maths and English or equivalent.

Skills required

  • Good standard of written and spoken English.
  • Experience of working in an office would be desirable.
  • Good IT skills.
  • Good telephone manner, and confidence to communicate over the phone.
  • A quick learner, willing to pick up new computer systems, processes, and skills.

Personal Qualities

  • Great communicator, able to communicate with a wide variety of people in a variety of ways.
  • Great attention to detail, and able to follow instructions accurately.
  • Reliable and dedicated.
  • Empathy with HILS’ charitable purposes and work with elderly and vulnerable clients.

Future prospects

We very much hope that the apprentice would progress through their qualification and gain useful new skills, by working for HILS. At the end of the apprenticeship (although a job cannot be guaranteed) we anticipate that the apprentice will have progressed and will be suitable for a full time role within the HILS Support Team (roles all paid at the National Living Wage Foundation’s Living Wage).

Additional Information

Training provided

Knowledge-based component:

  • Identifying who customers are, and the difference between internal and external customers.
  • Knowing your organisation’s core values and linking them back to service culture.
  • Knowing the internal policies and procedures, including complaints processes and digital media policies.
  • Knowing your business’s legislation and regulatory requirements.
  • Learning how to use systems, equipment and technology to meet customer needs.Understanding your role and responsibility within the organisation and the impact of your actions on others.
  • Understanding the products and services that are available from your organisation.

Skills-based component:

  • Using appropriate verbal and non-verbal communication skills.
  • Using a range of questioning skills, including listening and responding, to build rapport and determine customer needs.
  • Providing clear explanations and offer options to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Organising yourself, prioritising your own workload/activity to meet deadlines.Demonstrating patience and calmness during customer conflict.

Behaviours-based component:

  • Frequently and consistently communicating and working with others in the interest of helping customers efficiently.
  • Accepting responsibility, is proactive, plans work.
  • Acting on and seeking feedback from others to develop or maintain person service skills and knowledge.
  • Treating customers as individuals to provide a personalised customer service experience.

Some weekend work may be required, in order to meet the needs of the business, but this will be unusual.

Hart Learning and Development - Learning Provider

For more information about this vacancy please contact the provider Hart Learning and Development on 01462 424242 or email: (Ref ID:80996)
Hart Learning and Development


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