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Customer Contact Apprentice

South Cambridgeshire District Council
Are you looking for a career in Local Government? Are you passionate about helping people? Are you a positive person who enjoys interacting and building relationships? If so we would like to hear from you.

South Cambridgeshire District Council - Employer

South Cambridgeshire District Council is a local authority and its offices are based in Cambourne; we occupied the building in May 2004. The Council provides services such as waste collection and recycling, local planning and housing services, environmental health services and council tax collection.

The Council consists of 57 councillors, representing 34 electoral wards. The Conservative Party currently has a majority on the council, having gained control in the 2007 local elections.

Our offices are based in the continually growing village of Cambourne. The surrounding area of the office has some stunning walks by lakes and nature reserves. The village boasts two gyms and a spa facility at a nearby hotel.

The offices themselves are three floors of open space working with natural light from all sides and free parking for staff and visitors. The solar panels on the roof, the special natural heating system and the rain water harvesting system help to keep our carbon footprint low.

There are charging points for electric cars and a self-service bicycle repair station for anyone to use. Within the building there is a recreation room with showers and changing rooms; where regular exercise classes are carried out as well as ping pong tournaments and other classes. The break area has vending machines and a café where hot food can be ordered. Within the break area there are weekly guest stalls where staff can take advantage of local independent sellers or service providers including jewellery, books and even beauty therapists.

Staff of South Cambridgeshire District Council organise teams for local special events like fun runs or cycle races and organise and run the free Milton Country Park ‘Park Life’ event where staff can volunteer to be involved with and help create a fun and memorable day for everyone with live music, fun runs and many activities both on the lake and on equipment.

All staff are very friendly which creates a positive and enjoyable atmosphere welcoming people from all walks of life. Staff of SCDC take advantage of our pension scheme, cycling to work schemes and a host of discounts and special offers through the ‘Perkz’ scheme. There are regular workshops and seminars for personal development from well-being and relaxation techniques to career development and legislation changes.

Being a part of a local authority you will be a part of a working hub of government. Working with us, you will be a part of a highly skilled and committed team of professionals assisting in the delivering of the Council’s Customer Contact Service including Post Room Services, offering a first-class customer experience, “putting the customer at the heart of everything that we do”, (internally and externally) and maximising value for money.

We are an ambitious Council with an exciting agenda for the future. We want to improve the quality of life for our residents whilst developing new sustainable communities and driving economic growth and prosperity.

The Council’s long term vision is, “South Cambridgeshire will continue to be the best place to live, work and study in the Country. Our district will demonstrate impressive and sustainable economic growth. Our residents will have a superb quality of life in an exceptionally beautiful, rural and green environment.

Our Corporate Values are:

  • Connecting people, places, partnerships and working together
  • Integrity and honesty to ensure that we are open and accountable
  • Dynamic approach to the delivery of services with drive and energy
  • Innovative people who like doing things differently and better.

South Cambridgeshire District Council

11/02/2019    

24 months.


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Job Summary

92842
GBP 265.29
37.00
Cambourne
22/11/2018
New Vacancy
Business & Administration
South Cambridgeshire District Council
Full-Time



Detailed Job Description

You will be a part of a highly skilled and committed team of professionals assisting in the delivery of the Council’s Customer Contact Service including Post Room Services, offering a first-class customer experience (internally and externally) and maximising value for money.

You will assist in the delivery of a wide range of Council services directly to the customer (internally and externally) and seek to proactively resolve enquiries at the first point of contact. You will also take advantage of opportunities to try and resolve multiple enquiries (tell us once) at the same time helping the realisation of efficiency gains and enhancing the customer experience by encouraging the customer to self-serve by directly them to our website to complete e-forms.

You will also aid/assist in the secure and timely receipt, collation and distribution of incoming and outgoing mail to and from the Council and all other service areas; providing a variety of clerical and administrative tasks all designed to improve the smooth running and efficient operation of the Council’s mail from receipt to destination.

You will be responsible for assisting in the maintaining of excellent customer satisfaction ratings and assisting in resolving customer enquiries via multiple channels including: face-to-face, telephone and email; assisting in the response to all internal and external enquiries which may include dealing with difficult and challenging situations, customers, clients, and contractors.

Specific duties as follows:

  • To represent and champion the Customer Contact Service and Post Room Services throughout the Council.
  • To interact and build relationships with all internally and external customers inspiring their trust in both you and the Council.
  • To assist in the opening of all incoming mail, sort into service areas and distribute throughout the Council.
  • To assist with all outgoing mail; collect from service areas, ensure that it is all correctly addressed and enveloped and to assist in the correct completion of paperwork is ready for despatch for Royal Mail collection at the end of the day.
  • To proactively seek out and use your initiative to resolve potential issues before they arise, escalating more complex issues as appropriate.
  • Keeping yourself up to date and aware of knowledge and understanding of Council services and systems used within the Customer Contact Service and the Post Room.
  • Using the BT Cloud Contact system (customer relationship management system) to input, maintain and update customer records ensuring accurate and relevant information is captured.
  • Assisting in the completion of daily spreadsheets showing all incoming and outgoing post to reconcile with monthly invoices.
  • To assist in maintaining stationery stock items in relation to the post room. Undertake administration tasks as required including the production of correspondence and documentation.

Requirements and Prospects

Qualifications required

GCSE Grade C or above (or equivalent) in Maths & English is preferred however not required as full on the job training will be provided.

Skills required

  • Good written and oral communication
  • Ability to adapt your style to meet the needs of the individual, particularly for sensitive situations and aggrieved people
  • Ability to actively listen and use appropriate questioning skills to elicit required information
  • Ability to deal with customers holistically, providing a “tell us once” approach and, resolving multiple queries in one interaction
  • You are highly organised yet flexible to meet unforeseen demands in response to business needs.

Personal Qualities

  • Aspire to be the best you can be
  • Have an appetite for your own learning and development
  • Passionate about people and going the extra mile for everyone you meet
  • Able to multi-task and prioritise own workload
  • Positive and enthusiastic who enjoys working in a fast paced and dynamic working environment
  • Have an excellent telephone manner and enjoy interacting and building relationships
  • Use your initiative to solve problems
  • Maintain confidentiality when dealing with sensitive personal information.

Future prospects

Once their course has been completed, the Apprentice would be able to apply for any vacant job role that is being advertised (internally or externally) on our intranet site (Insite) or our external website. They would have to complete an on-line application form, giving examples of how they meet the essential criteria on the person specification. They would need to go through our Recruitment and Selection process.

Additional Information

Training provided

This 2 year fixed-term apprenticeship will teach you how to deliver the very highest standards of customer service whether in person, on the phone or by email and, give you the tools to effectively assist in the secure processing of incoming and outgoing mail to and from the Council and all other service areas. All training will be delivered via the workplace. Through supported work-based learning, you’ll become adept at handling customer transactions/enquiries, processing money and card payments and using various software systems for all the services we provide to our internal and external customers and residents of South Cambs. During this apprenticeship, you’ll work towards your Level 2 Diploma in Business Adminstration. Training will also be provided by Paragon. This will be via distance learning with regular visits to the apprentice’s place of work by the college representative/assessor.

You will achieve your Level 2 Customer Service qualification whilst gaining valuable on the job experience.

There will be a written and verbal test of approx. 30 mins; followed by an interview of approx. 45 mins.

Paragon Skills - Learning Provider

Paragon Skills is one of the top 10 national training providers in the UK. We currently hold a Grade 2 “Good” Ofsted rating and are on a journey to Outstanding. We deliver Apprenticeships and a complimentary range of accredited work based programmes of learning for the services, Marine and automotive sectors.  97% of our apprentices would recommend us to a friend.  

Paragon Skills currently inspires over 3000 learners and supports 1500 employers in achieving their goals


For more information about this vacancy please contact Paragon Skills on 02393 876590 or email: barney.walker@gmfj.co.uk (Ref ID:92842)
Paragon Skills

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