North Lanarkshire Council
Click 'Apply now' to be re-directed to an external site, where you'll be able to submit your application for this apprenticeship opportunity.Apply Now
The right training. The right experience. The right qualifications.
Wouldn’t it be great if you could get all this from one, effective, rewarding opportunity? Well you can, our Customer Service Level 3 Modern Apprenticeship programme will give you the practical work experience and qualifications you need to help secure a career in Customer Service. As a Modern Apprentice Customer Service Assistant working within our First Stop Shops, you will provide a high standard of customer service when dealing with customer enquiries at first point of contact.
In placement you will work towards a Scottish Vocational Qualification Level 3 Modern Apprenticeship in Customer Service and get paid whilst gaining work experience and training.
So, if you are leaving school or you have already left, are aged 16-24 (prior to the 28th February 2019) or if you are disabled or care experienced and aged between 16-29 years (prior to the 28th February 2019), you may be eligible to apply if you meet the rest of the essential criteria. We recognise that disabled people and those who are care experienced can face challenges on their career journey. In care means you are or were formally looked after by a local authority, in the family home (with support from social services or a social worker) or elsewhere, for example, in foster care, residential care or kinship care (with family friends or relatives) and live in North Lanarkshire this opportunity could be for you.
Work as part of a team within the First Stop Shop, providing a range of Council services to customers in person and by telephone, providing information and assistance as required.
Deal with customer enquiries at first point of contact by processing requests and providing information and assistance as required.
Provide information on contact points for secondary stage enquiries and initiate steps to deal with enquiries where they require action beyond the First Stop Shop.
Liaise with Service Officers on progress of secondary stage enquiries.
Utilise IT systems, eg internet and intranet as required, to provide information for front line enquiries.
Conduct customer surveys and other outbound calls as required.
Comply with the Services’ Health & Safety at Work procedures, and any relevant legislation, and to ensure that safe systems of work are used at all times.
Working towards achieving SVQ Customer Service level 3 through a planned training programme.
Ability to work well under pressure
Good communication skills
Understanding of why customer service is important
Able to work well within a team as well as manage your own work load and responsibilities
The ability to confidently use Microsoft Office, Excel and Word as well as email packages
Be a strong confident communicator
4 standard Grades at bands 1-3 (including English) or 4 national 5’s A-C
Good written and verbal communication skills. Articulate effectively
Good IT skills
Demonstrates team working skills
Well presented, mature and confident
Good interpersonal skills, enthusiastic and flexible approach to work
Resident of North Lanarkshire area