Apprentice Customer Service - Homeless Prevention & Response Team
To assist staff within the team with general assistance to deal with customers and partner agency enquiries who require advice and assistance.
Role
- Dealing with telephone enquiries, with appropriate discretion, taking messages
- Contacting relevant directorates and passing on information
- Using appropriate IT software packages to access and produce information.
- To provide a comprehensive administrative support service
- To provide a high-quality customer care service to staff, service users, visitors and others who come into contact with the service
- Provide the teams administration and are responsible for all back-office functions; letter writing, post, updating case management systems, maintaining accurate records
- Giving basic homelessness/housing advice or referring to HPRT staff, other agencies, and departments within the housing service as appropriate
- To assist Housing Advice Assistants (HAAs) are the front face of the service, dealing with all customer and partner agency enquiries
- Good inter-personal skills and ability to work constructively within a large team.
- Responsible for maintaining records of all homelessness approaches.
- Respond positively/constructively during periods of heavy workload or situations requiring a flexible approach.
- Input and interrogate data
- Responsible for case administration; letters, updates, appointments scheduling etc
- Understanding of the importance of performance monitoring and data management.
- Collect, record and present information as directed for performance indicators and government statistics.
Training
- Level 2 Apprenticeship in Customer Service
- Level 2 Functional Skills in Maths and English if required
- Delivery method tbc
- Career in Customer Services
- Apprenticeship Standard
- Customer service practitioner (level 2)
- Training Provider
- DUDLEY COLLEGE OF TECHNOLOGY
- Working Week
- Monday to Friday 9am to 5pm
- Expected Duration
- 18 Months
- Positions Available
- 1
- Closing Date
- Friday, 17th May 2024
- Start Date
- Monday, 1st July 2024
Desired Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
Qualifications
- English GCSE or equivalent, grade 4 (Desired)
- Maths GCSE or equivalent, grade 4 (Desired)
About the Employer
Dudley Metropolitan Borough Council
It’s an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve. At Dudley Council we have a ‘one council’ ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities. We are rightly proud to be the historic capital of the Black Country and, working with our partners Dudley Council is also committed to looking forward and helping to deliver our borough vision of ‘Forge a Future for all’ www.dudleyboroughvision2030.org.uk. We ensure communities influence council decisions and are committed to delivering services in partnership with communities. We provide flexible and responsive service in partnership and help communities help themselves. We want to leave a legacy of a better future for the borough that reflects Dudley borough’s potential and harnesses the ambitions of the people we serve. For more information see our Council Plan www.dudley.gov.uk/council-community/plan-policies-and-strategies/council-plan, Dudley Borough Vision for 2030, Forging a Future for All www.dudleyboroughvision2030.org.uk and key information about the borough and its communities at All about Dudley Borough www.allaboutdudley.info.
- Company
- Dudley Metropolitan Borough Council
- Location
- The Council House, Priory Road, Dudley, West Midlands, England
- Employment Type
- Intermediate Apprenticeship
- Salary
- £22,366.00
- Posted
- Company
- Dudley Metropolitan Borough Council
- Location
- The Council House, Priory Road, Dudley, West Midlands, England
- Employment Type
- Intermediate Apprenticeship
- Salary
- £22,366.00
- Posted