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Customer Services Apprenticeship

Employer
Welsh Government
Location
HSBC 17-19 Regent Street Wrexham Wrexham LL11 1RN
Salary
£20,020 per year
Closing date
16 Oct 2022

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Specialism
Sales / Customer Service
Sector
Unspecified
Role Type
Apprenticeship, Advanced
Start Date
Ongoing
Duration
Undisclosed
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Job Details

About the apprenticeship

Duties

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers banking requirements, take ownership of their individual needs and deliver an exceptional customer experience
• Play an important part in customer education around HSBC digital services and fraud awareness
• Identify customers who are in vulnerable situations and determine the best way we can support them

Requirements

Skills

As this is an entry level role, we do not ask applicants to possess any prior competencies required for the role, only behaviours and a passion to learn. The ideal applicant for this role would possess the following traits and/or behaviours (alongside eligibility criteria):

• Enthusiasm and a desire to learn and work at pace with changing priorities
• A “people first” approach, willing to put the customer at the heart of decision making
• Naturally inquisitive - able to ask why and bring new ideas to the table
• Strong communication skills which will enable you to engage in effective conversations, build strong connections and show empathy to our customers.
• Ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
• Be resilient to a continuous changing environment
• Flexibility as, we may ask you to support other local branches within a reasonable distance to you
• Adhering to HSBC's values of being dependable, open to different ideas and cultures, connected to colleagues and customers, and acting with courageous integrity in everything we do. This means having the courage to make decisions based on doing the right thing, and upholding the Bank's ethical standards and principles.

Qualifications

• 5 GCSEs (or equivalent) at or above grade 3/E, including Maths and English. As per the Government Apprenticeship guidelines, Apprentices need to have been a resident in the UK for the last 3 consecutive years before the start of the apprenticeship and have continued Right to Work in the UK for the duration of the programme.

Language

Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Training provider:
Apprenticeship Learning Solutions Ltd

Training provider course:
Level 3 NVQ Certificate in Providing financial Services

About the employer

HSBC
17-19 Regent Street
Wrexham
Wrexham
LL11 1RN

Disability confident

Yes, we are part of the Disability Confident Scheme from the UK Department for Work and Pensions.

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

Interviews held by the employer

Company

Why an apprenticeship?

As an apprentice you will earn while you train. It’s a great career choice whether you are leaving school or college, returning to work after starting a family or looking for a new career. There’s a wide range of jobs on offer.  A job at the Welsh Government is unlike any other in Wales.

At the Welsh Government you’ll be given support and guidance so you can develop your skills in the workplace. You will also need to set aside time to study for your apprenticeship. You’ll be a valued member of the team from day one.

What apprenticeships are available?

We don’t currently have any apprenticeship opportunities open as we have now closed our scheme for 2019. If you’d like to keep updated on the vacancies that we’re advertising, you may want to visit our jobs board:  Welsh Government External Vacancies Board.

If you’d like to receive Job Alert e-mails that let you know when we’re advertising a role that suits your preferences, scroll to the bottom of the jobs board, and you’ll see the ‘Create Job Alert’ link.  Click this, and follow the on-screen instructions to set up your alerts.  You’ll need to log in or create an account as part of this process.

Who can apply?

To be eligible to apply you:

  • will be at least 16 years of age at the time of making your application
  • will not be in full-time education (you can apply while still attending school/college/university but will have finished or intend to finish your studies by the time your apprenticeship starts)
  • will need to meet the Civil Service Nationality requirements to apply.

ALS eligibility

Please note that ALS our training providers have their own eligibility in order to provide the funding required to undertake an apprenticeship. You may not be eligible to apply if:

  • you already hold a qualification at Level 3 or above in ICT, Software, Web and Telecoms or a similar subject
  • you already hold a qualification at Level 3 or above in Business Administration, Customer Service or a similar subject

What are the benefits?  

How much will I be paid?

You will earn £19,240 a year while training. When you pass your apprenticeship you can apply for a permanent job at the Welsh Government. Within 2 years of starting your apprenticeship you could be earning £22,500. 

You will get 31 days holidays as well as 10 public and privilege days. We offer flexible working arrangements to help you get the right work/life balance. You will also be eligible for membership of the Civil Service Pension Scheme

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