Customer Experience - Modern Apprentice

Company: South Derbyshire District Council
Location: Swadlincote, DE11 0AH
Type: Apprenticeship
Salary: £22,366.00 per year
Sector: Retail and Commercial Enterprise
Ref: VAC-01044
Application Deadline Date: 15/10/2024
Start Date: 14/11/2024
Positions Available: 1
Working Week: 37 hours per week, Monday – Friday. Flexible working offered.

Brief Description

To become part of our Customer Experience Team, handling complaints and Freedom of Information requests as well as working in a front facing role at the Council’s Main Reception.

Qualifications Required

Level 2 Customer service or suitable experience

Personal Qualities

• Achieving results
• Communication
• Creative Thinking
• Customer Focus
• Decision making and problem solving
• Making Change Work
• Managing Resources, Projects and Processes
• Organisational Awareness and Commitment
• Personal Impact
• Working Relationships
Equal Opportunities and Fairness

Skills Required

• Good interpersonal skills.
• Knowledge of Microsoft Office and other IT applications.
• Accuracy and attention to detail.
• Understanding the importance of security and confidentiality of personal and other data
• Able to complete vocational training - CUSTOMER SERVICE SPECIALIST (Level 3)

• Completion of CUSTOMER SERVICE SPECIALIST (Level 3)

Training to be Provided

Level 3 Customer Service Specialist apprenticeship standard
Level 2 Functional Skills in maths, English and ICT (if required)

This apprenticeship is delivered through a combination of Work Based Assessment and day/block release. The programme will culminate in an End Point Assessment, where all the skills and knowledge gained on the apprenticeship will be formally tested.

Future Prospects

This will provide the apprentice with an insight across a wide range of services and workstreams that will enable them to build their knowledge, skills and experience for future employment opportunities either at the Council or with other employers.

Vacancy Detail

MAIN DUTIES AND RESPONSIBILITIES:

To undertake vocational training and perform a range of administrative related tasks within the Customer Experience Team.

To adhere to and ensure the appropriate compliance with the Council’s Health & Safety Policy.

To respect the sensitivity and confidentiality of any information that they may have access to regarding clients/customers in adherence with the Data Protection policies of the Council.

Undertake such other duties commensurate with the experience of the postholder and the grading of the post as may be reasonably delegated from time to time.

SPECIFIC ACCOUNTABILITIES

• Using case management software ensuring the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Council.
• Responsibility for the caseload of complaints, FOI and SAR from initial contact to liaising with officers and Heads of Service who are responsible for providing a response within the mandatory timescales.
• Supporting officers and reviewing responses to ensure they cover all aspects of the original complaint and comply with the Council’s complaints procedure and statutory requirements.
• Analysing information provided from customers and determine the validity of the complaint/FOI/SAR.
• Drafting acknowledgements, stage 1 and stage 2 letters of response.
• Support project manager in re-design of current processes to improve efficiencies.
• Ensure that customers are kept updated and informed throughout the process.
• Monitor the number of follow up complaints received in relation to caseload.
• Ensure that good office practice is maintained whilst observing the highest standards of confidentiality.
• Systematically monitor the speed with which investigations into complaints are progressing and information is being gathered for FOI’s and SARS.
• Ensure responses received have been redacted where legally required before issuing to customer
• Recording, tracking and monitoring complaints across all stages of the process for ongoing performance monitoring.
• To undertake such other duties as may be required from time-to-time and which are commensurate with the salary grading of the post.
• Provide a reception service
• To produce licensing private hire & personal licensing badges using an in-house system (Easybadge)
• Deliver the Derbyshire Gold Card service on behalf of Derbyshire County Council
• To use Granicus to process customer requests for Waste & Cleansing services