Reception and Customer Service Apprentice

City College Plymouth; Plymouth; On-site; GBP 18,000 - 24,000; Full time

Job summary

A leading educational institution in Plymouth is seeking a Customer Service Practitioner. The role requires effective communication with stakeholders, handling inquiries, and managing events. Candidates should have GCSEs in English and Mathematics, along with strong customer care skills. An apprenticeship combined with business administration training will be provided. Join a vibrant community committed to making a positive impact and fostering growth among students and staff.

Qualifications

• GCSE in English and Mathematics at grade 4/C or above required.
• Complete the Level 2 Customer Service Practitioner Apprenticeship within 12 months.
• Demonstrate communication and IT skills.

Responsibilities

• Provide an effective first point of contact for stakeholders.
• Manage first aid responsibilities and communicate effectively.
• Assist with recruitment and corporate event management.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Presentation skills

Logical thinking

Team working

Creative

Initiative

Non‑judgemental

Patience

Education

GCSE in English (grade 4/C or above)

GCSE in Mathematics (grade 4/C or above)

Functional skills in maths and English

Level 2 Customer Service Practitioner Apprenticeship

Job description

Responsibilities

• To provide an effective first point of contact for all internal and external stakeholders.
• To provide an information service and access to the specialist teams within the College, as well as signposting to external support agencies.
• To ensure that all enquiry details are collected and maintained in line with College procedures and the General Data Protection Regulations.
• To ensure e-mails for the generic College account are responded to within 24 working hours.
• To manage the VIP parking area, including communicating with visitors and liaising with the Estates team to ensure reserved parking spaces are managed effectively.
• To manage the presentation and the functionality of the reception, information and visitors’ area, ensuring high standards.
• To assist the Events & Schools Liaison team with the running of all recruitment, student celebration and corporate events, and in representing and promoting the College at external events and exhibitions. This may require attendance at the College, or external venues for additional evenings or weekend work.
• To liaise with other College departments and maintain a flexible approach at all times.
• Undertake such other duties commensurate with the grade of the post as may reasonably be required and you will be required to be trained to administer first aid, if necessary. 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, including 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 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.

Training and Apprenticeship

• In this role, you will be required to undertake the Level 2 Customer Service Practitioner Apprenticeship, which is combined with additional business administration units.
• The training will be delivered in the workplace through assessment visits.
• On completion of the programme, you will complete an End Point Assessment.
• The delivery of training will take 12 months with an additional 3 months added to complete the end‑point assessment.
• Functional skills in maths and English, if required.
• GCSE in English (grade 4/C or above).
• GCSE in Mathematics (grade 4/C or above).
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Key Skills and Competencies

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Logical thinking
• Team working
• Creative
• Initiative
• Non‑judgemental
• Patience

At City College Plymouth, one of the country's largest providers of quality education and training, we are going through a period of transition to enable us to propel education into the future. We pride ourselves on delivering a learning environment and organisational culture that impacts positively on the health, wellbeing and sustainability of our community and enables all our students and staff to achieve their full potential. City College Plymouth is home to thousands of bright and enthusiastic students and 650 talented and experienced staff. You will be joining a college that is proud of its culture, where our core values of Respect, Ownership and Integrity are there to nurture and support a passion for teaching and learning, enriching our community through knowledge, experience and skills enabling every student to be the best they can be. City College Plymouth is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The College is an equal opportunities employer https://www.cityplym.ac.uk/.