19327 - Operational Support Grade – Fixed Term – HMP Guys Marsh (Prison Support Role) - Apprentice

The Civil Service is offering an exciting apprenticeship opportunity.

Requirements

• Desirable qualifications:
  • GCSE in English Language and Maths (grade C or above)
• Skills: Click apply for details
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Responsibilities

• Work: Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
• What you'll do at work:
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.
• Training:
  • Apprenticeships include time away from working for specialist training.
  • You’ll study to gain professional knowledge and skills.
  • Training course: Customer service practitioner (level 2)
  • Understanding apprenticeship levels (opens in new tab)
  • Training schedule: This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.