Customer Service Apprentice

West Midlands
4.15 - 4.15 GBP Hourly + GBP4.15/hour
08 Sep 2020
06 Oct 2020
Start Date
Main Job Purpose

To meet and greet clients. To provide administrative and clerical assistance on board our mobile advice unit, working to policies and procedures as set out in the Staff Handbook.

Take and make phone calls, assisting clients and provide administrative and clerical support to the CASSIE (Citizens Advice Supporting Social Inclusion & Equality) project team.

Job Description

Main tasks and responsibilities::-

Administrative Support:-

Provide a welcoming environment for clients

Deal with enquiries, record and process appropriately

Maintain statistices and collate and produce to a prescribed format

Gather and maintain information for social media platforms

Research and Campaigns:-

To identify research and campaign issues arising from work with clients

To assist with research and campaigns work by providing informtion about clients' circumstances through the appropriate channel.

To develop and maintain systems for accurate colation of project monitoring documenation, using approved case recording systems and other monitoring systems required by funders.

Other Duties and Responsibilities:-

Abide by Health & Safety guidelines and have responsibility for own safety and that of colleagues.

To comply with the Policies and Practies of Citizens Advice Sandwell as detailed in the Staff Handbook.

Other tasks as may be required from time to time by the Operations Manager or the Chief Executive, which are consistent with the Job Purpose.

Professional Development:-

To be responsible for identifying own training needs and attend courses as agreed with the Line Manager.

To attend relevant internal and external meetings as agreed with the Line Manager

To prepare for and attend 1-1 supervision sessions

To assist in initiatives to improve service.

Personal Specification:-

Experience in providing administrative support desirabe, not essential.

Ability to commit to and work within the aims, principles and policies of the Citizens Advice Service

Competence and confidence in using IT across a range of platforms, including using IT applications and websites

Demonstrate a good level of experience in word processing/spreadsheets/desktop publishing packages

The ability to use Client Management Systems and relevant software tools in the provision of a service. Ability to monitor and maintain own standards

Ability to work on own initiative and as part of a team motivating and encouraging others

Good verbal communication skills, including the ability to deal appropriately with a range of people both face-to-face and by the telephone.

Ability to write clearly and acurately, including drafting routine correspondence

To demonstrate effetive basic mathematical skills

Respect for views, values and cultures that are different from your own.

A positive attitude to self-development and assessment

Working Hours:-

37 per week


Customer Service Level 2

Training Provider:-



Sandwell Citizens Advice Bureau

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