Operational Support Grade - Advance Into Justice - Apprenticeship

HM Prison and Probation Service; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A government agency in the UK seeks individuals for a role focused on customer engagement and communication skills. Candidates must have GCSEs in English and Maths at grade C or above. The position requires strong questioning abilities, effective organization, and the capability to manage customer expectations. This apprenticeship can be tailored to reflect previous experience and skills.

Qualifications

• GCSE in English with a minimum grade C.
• GCSE in Maths with a minimum grade C.

Responsibilities

• Utilize questioning skills to build rapport and determine customer needs.
• Use appropriate communication skills in various interactions.
• Organize workload and prioritize tasks effectively.

Education

GCSE in English (grade C)

GCSE in Maths (grade C)

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

• GCSE in English (grade C)
• GCSE in Maths (grade C)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.