MINIMUM REQUIREMENTS

• Level 2 – English
• Level 2 – Maths
• Good written and verbal communication skills
• Ability to remain calm in pressurised environments
• Knowledge and understanding of effective customer care
• Experience of IT, this could be at home with relatives or friends, or at college, or at work.

The customer service apprentice role will be a part of the wider Digital & Customer Access/Call Centre Team.
The Customer Access team provides an efficient and effective first point of contact for customers telephones and emailing Customer Services. The day-to-day role includes taking telephone calls from Council customers. Initially, you will be will be trained on the general line and once you have an understanding of dealing with these types of calls, you will be trained on other services.

The Customer Service Apprentice role will learn how to:

• provide a switchboard for customer’s telephoning the council.
• resolve customer enquiries over a range of services
• ensure information is entered correctly into the appropriate information systems.
• ensure customers receive accurate information and a ‘one stop’ service for query resolution.
• trace payments as required for relevant services and requests from other departments

Communicating with individuals by telephone and in writing will be an important part of the role, utilising our telephony systems and databases to extract and record information relating to customer enquiries.