Tamworth Borough Council Customer Service Apprentice

Tamworth Borough Council’s customer service team is at the heart of council services. We are looking for an enthusiastic and highly motivated individual to join our vibrant team where you will be delivering exceptional customer experiences and working to resolve enquiries at first point of contact.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• To work alongside the customer service team supporting the delivery of
• Answering customer enquiries via telephone in a contact centre environment
• Providing a face-to-face offer, delivering high levels of customer service across council venues
• Responding to customer emails and webchat – providing appropriate advice and signposting as required
• Recording customer information and updating corporate systems
• Work to resolve enquiries at first point of contact
• Complaint handling and problem solving
• Preparing information as required for reports
• Escorting visitors/contractors on/off the premises
• Providing operational support within the post room and across wider customer services as required
• Assist Tamworth Information Centre with customer enquiries and ticket sales
• Represent the council at events as required.
• To adhere to the policies and guidance on health and safety, equal opportunities, data protection, equalities, risk management, financial regulations, and all other Council policies.
• To undertake any other reasonable duties commensurate with the grade and general nature of the post

Where you'll work

Marmion House
Lichfield Street
Tamworth
Staffordshire
B79 7BZ

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

SOUTH STAFFORDSHIRE COLLEGE

Training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.