Modern Apprentice - Customer Services (Temporary)

Expiring today

Recruiter
North Ayrshire Council
Location
Scotland
Posted
07 Aug 2017
Closes
20 Aug 2017
Ref
NAY02791
Contract Type
Permanent
Hours
Full Time


Role Profile

Temporary for one year

As part of North Ayrshire Council's Modern Apprentice Recruitment Process if, following interview, you are chosen as a Preferred Candidate, you must complete a 2 week pre-employment Course with one of our Employability Partners, before being issued with a Conditional Offer of Employment.  

For further information on what the course will entail and the training allowance click here. Details of when this will take place will be emailed to you by the Employability & Skills Team after interview.



ROLE DEFINITION

To undertake a Modern Apprenticeship and contribute to the efficient and effective delivery of the service.

KEY TASKS AND RESPONSIBILITIES

Corporate Responsibilities

  • To undertake individual role in line with the Council's Strategic Priorities and in compliance with the Council's corporate policies and procedures.
  • To undertake any other reasonably required duties as instructed by Management or someone acting on their behalf, in addition to the role specific tasks & responsibilities detailed below

Role Specific Tasks & Responsibilities

Under supervision, and with support and guidance, the Modern Apprentice will undertake the following duties and responsibilities:-

  • Handle inbound customer telephone enquiries regarding various Council services to a high standard of customer care. This will require efficient operation of the Contact Centre telephony equipment.
  • Utilise and update IT systems and databases to deal with customer enquiries and requests.
  • Liaise between front and back office functions as required.
  • Contact customers on a variety of matters as required e.g. outbound calls by customer request, conducting customer satisfaction surveys.
  • Undertake regular learning and development in order to keep up to date with the knowledge required to advise on services.
  • Provide feedback to the Team Leader on customer problems or trends and suggesting improvements which could be made.

ESSENTIAL / DESIRABLE CRITERIA

 

Essential

Desirable

Evidence

Education and Qualifications

  • Three Standard Grades at Level 3 or above
             OR
    three National 4 qualifications or above
    (one of these qualifications must be in English)
  • Core skills at Level 4
  • Application Form
  • Interview

Experience

 

  • Experience of working in a customer service environment, gained from education, voluntary or part time work
  • Application Form
  • References
  • Interview

Specialist Knowledge





 

  • Application Form
  • Interview
  • Pre/Post-Interview Check (if appropriate)

Skills and Abilities

  • Written and verbal communication skills
  • Ability to work on own initiative or as part of a team
  • Motivated and enthusiastic
  • Willing to take and follow instruction
  • Keyboard skills
  • Application Form
  • References
  • Interview

Other

  • Ability to travel throughout North Ayrshire

 

  • Application Form
  • Interview
  • Pre/Post-Interview Check (if appropriate)

Staff Values & Behaviours

Our values of Focus, Passion and Inspiration are core in everything we do and how we do it. They are the foundation that our work is built on, and they are used to measure how well we do each day. On their own, they are just words; to become meaningful they need to be backed up by actions. That's why we aim for them to be at the heart of everything we do. When they are, we can - and will - deliver the best services for the communities of North Ayrshire.

Value

Behaviours

Focus.

We put our customers first

We understand the bigger picture

 

  • Provide excellent customer services
  • Meet and where possible exceed the expectations of internal and external customers.
  • Understand the performance levels and standards required within our own role and strive to achieve and where possible exceed these.
  • Know how the work we do fits into the overall performance of the Council.

Passion.

We take pride in the jobs we do

We are ambitious for our community

  • Take ownership of our own actions and performance.
  • Reflect on the work we do and consider how it could be improved.
  • Have a positive impact on the lives of our customers and their communities.
  • Push the boundaries to help our customers and communities realise their potential.

Inspiration.

We all look for better ways to deliver our services

We achieve the best results together

  • Find new ways to deliver improvements, efficiencies and value for money.
  • Embrace change with enthusiasm and creative ideas.
  • Work together and creatively produce the best outcomes for our customers and communities.
  • Plan all activities with the end goal in mind.

When shortleeting job applicants seeking a Modern Apprenticeship with the Council, subject to meeting the essential criteria, priority in the 1st instance will be given to those who are currently unemployed followed by applicants who are already in work & who are seeking to develop their career.