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Ashford International Train station is a 4 mon walk from the offices
Description of Vacancy
To provide a comprehensive and in depth enquiry service for all the Council’s customers, attaining the best possible standards of customer care.
To receive and assist customers visiting, telephoning, emailing, using web chat and corresponding with the Council, or its partners, to a high standard of customer care, resolving 88% of customer enquiries without referral to back office staff.
To deal with all Customer Contact cases, promptly and proactively, taking the case as far as possible to conclusion on the initial enquiry, exercising judgement on when each case requires escalation to a Customer Service Advisor
To use comprehensive IT systems to manage enquiries, provide information and access administrative systems in back office departments.
To verify customer documentation in accordance with the verification framework process.
Ensure that forms, leaflets and documents are kept in stock and are current for your allocated service area of responsibility.
To actively study towards NVQ qualifications following structure and progression set by allocated NVQ Assessor, Customer Services Training Officer and Management Team.
The rate for 23 year olds and over will be £339.50 per week
The rate for age 21 and 22 years will be £328.30 per week
The rate for 18 to 20 year olds will be £246.05 per week
The rate for 16 to 17 year olds will be £175
35 hours a week Monday to Friday
20% paid time during working hours is given to complete training, referred to as “Off the Job Training”
- Excellent communication skills
- IT skills
- Clear, polite telephone manner
- Effective time management
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Pays attention to detail
- Keen to learn new skill and meet new people
GCSE in English and Maths (Grade C) or equivalent
(one Level 1 and one Level 2)
On the job training with the employer whilst working towards the Apprenticeship Standard – Customer Services Practitioner Level 2 Standard will establish an Apprentice’s skills to deliver high quality service to customers both internally and externally. The Apprenticeship will incorporate knowledge of customers and the customer experience, understanding the organisation, its products/services and their role and responsibilities.
Regular work-based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.