Customer Service Apprentice Level 2

Chorley Council; Chorley; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local council in England is seeking individuals for a customer service role requiring strong communication skills and the ability to work in a busy environment. Ideal candidates will have GCSEs in English and Maths, and complete an Apprenticeship. The role will involve building rapport with customers and maintaining effective communication during service recovery. This position offers an opportunity to contribute positively to the community.

Qualifications

• Experience in a busy customer service environment.
• Ability to prioritise workload and meet deadlines.
• Patience and calmness in handling customer interactions.

Responsibilities

• Use questioning skills to build rapport and understand customer needs.
• Maintain informative communication during service recovery.
• Provide clear explanations and options for customers.

Skills

Communication skills

IT skills

Customer care skills

Attention to detail

Administrative skills

Team working

Initiative

Education

GCSE in English (grade A-C/Grade 9-4 Equivalent)

GCSE in Maths (grade A-C/Grade 9-4 Equivalent)

Completing an Apprenticeship qualification

Job description

Responsibilities

• 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.

Qualifications

• Completing an Apprenticeship qualification and gaining experience in a busy customer service environment, GCSE in:
• English (grade A-C/Grade 9-4 Equivalent)
• Maths (grade A-C/Grade 9-4 Equivalent)
• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Administrative skills
• Team working
• Initiative
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Benefits

Chorley Council is dedicated to providing first-class services and promoting the well-being of the local community. Our staff are our greatest resource, at the heart of everything we do, and are crucial to the delivery of excellent services for our residents. At Chorley Council, we're always striving to make our borough the best to live and work.