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Operational Support Apprentice
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About the Role
This is an exciting opportunity to gain valuable experience in a busy office environment. You will assist colleagues with a variety of administrative and operational support tasks, including processing correspondence, maintaining records, data entry, handling telephone and email enquiries, complaint handling.
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 as part of a team as the first point of contact for customers accessing Council services in person, over the telephone or digitally, providing a customer-focused service using initiative and problem-solving skills. Taking responsibility for resolving queries or taking appropriate action.
- Receiving, recording, diagnosing and prioritising enquiries, including repairs orders, operating a repairs appointment system, working in a Repairs Call Handling Centre and making arrangements for home visits.
- Report any repairs, maintenance, health and safety hazards, customer enquiries, breaches of tenancy, safeguarding or vulnerability that are identified during day-to-day activities.
- Effectively communicate in a customer care environment including introducing yourself to customers, explaining your role and ensuring satisfaction upon completion of service delivery.
- To develop and maintain good working relationships with tenants, leaseholders, residents and service users to actively promote the provision of high-quality services.
- Maintaining an effective and efficient data filing and management information system including inputting and retrieving statistical information, programmes of works, spreadsheets, etc.
- Liaise with Suppliers and Sub-contractors to order, store and issue materials in accordance with the relevant processes.
- Processing of orders and invoices on behalf of the Authority in accordance with the relevant procedures.
- Undertake a range of general administrative duties such as, filing, writing letters of a basic and routine nature, the completion and circulation of minutes etc.
- Deal with routine face-to-face and telephone enquiries including requests for general information.
- To maintain an effective service, understanding and competently using the digital systems employed within the Council.
- Handling of telephone payments for Home Improvement scheme.
- Provide advice and guidance to tenants in relation to repair and maintenance matters.
- Operate according to the Council’s corporate values and codes of behaviour.
- Ensure at all times all Health & Safety legislation requirements are met and that the Council’s Health & Safety Policy, its arrangements and procedures are implemented. This includes, where applicable, taking responsibility for personal health and safety and having regard to other persons affected by the performance of the duties of the post; ensuring that risk management objectives are delivered and other risk management activities effectively implemented and monitored.
- Exercise proper care in handling, operating or safeguarding any equipment, vehicle or appliance provided, used or issued for the performance of the duties of the post.
- Have a commitment to and understanding of the Council’s approach to equality and diversity and promote and deliver fair, sensitive and quality services.
- Comply with all relevant Council policies and procedures including financial regulations, code of conduct, HR policies / procedures, Data Protection, Freedom of Information Act and ICT Codes of Practice.
- Adhere to relevant working practices, methods and procedures and undertake relevant training and development as required and respond positively to new and alternative ways of working.
- Carry out any other reasonable duties and responsibilities commensurate with the grade and level of responsibility of the post.
- Engage with digital models of service delivery and support the implementation of digital working methods.
- Manage and / or use resources in ways that ensure value for money and supporting the commercialism agenda.
- Demonstrate a commitment to the delivery of excellent service for all customers and service users.
- Work effectively with all departments of the Council to ensure the delivery of quality services.
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Where you'll work
Northern Depot
Station Road
Sutton-In-Ashfield
NG17 5HB
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WEST NOTTINGHAMSHIRE 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.
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Training schedule
As part of the apprenticeship, you will undertake a Level 3 Business Administration Apprenticeship with West Nottinghamshire College, alongside your on-the-job learning and development.
You must be able to attend all required college sessions and complete the apprenticeship requirements successfully.
Essential qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Desirable qualifications
- GCSE in:
- ICT (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
About this employer
As one of the largest employers in the area we offer a wide range of services across the district including housing repairs, parks and green spaces, neighbourhood wardens, environmental health, planning and customer services to name just a few.
We are located near to the M1 and most of our sites are on a bus route or are within walking distance of a train station.
http://www.ashfield.gov.uk (opens in new tab)
Company benefits
- Local Government pension scheme
- Personal Development
- Discounted leisure facilities
- Retail discounts
- Free eye tests
- Cycle to work scheme
- Health and well-being
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Full-time position upon completion of apprenticeship.
Contact information
The contact for this apprenticeship is:
WEST NOTTINGHAMSHIRE COLLEGE
The reference code for this apprenticeship is VAC2000043359.
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