19386 - Operational Support Grade - Advance Into Justice (Yorkshire & The Humber) Apprenticeship

This is a customer service practitioner apprenticeship within the Civil Service. You will gain hands-on experience and learn on the job.

Requirements

• GCSEs in English and Maths (grade C) are desirable.
• Other relevant qualifications and industry experience may allow the apprenticeship to be adjusted.

Responsibilities

• Use a range of questioning skills to build rapport, determine customer needs, and achieve positive engagement.
• Use appropriate verbal and non-verbal communication skills during face-to-face interactions.
• Use appropriate communication skills and reinforcement techniques during non-facing customer interactions.
• 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 to help customers make mutually beneficial choices.
• Organise yourself, prioritise your workload, and work to meet deadlines.
• Demonstrate patience and calmness.
• Show understanding of the customer’s point of view.
• Use appropriate sign-posting or resolution to meet customer needs and manage expectations.
• Maintain informative communication during service recovery.