Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here.

The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us.

The Post

Brent Council is committed to the continued expansion and development of all apprenticeship programmes. Our apprenticeship schemes at Brent is just one of the ways we grow our own talent within the borough. There is no age limit on an apprenticeship. An apprenticeship can be used for people starting out on their work life journey at the age of 16 or those changing a career for a different working life.

Brief description of the role

Customer Service Specialist level 3 Apprenticeship working in the Customer Services Contact centre.

To provide customers and other stakeholders, first contact resolution for up to six service area enquiry types via phone, email, webchat and social media channels. These may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Protection, Housing Benefit/Council Tax Support, and Environment and Protection amongst others.

To provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.

To carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.

Key functionalities

To provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to six specialist Council services which may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Environment and Protection, Housing Benefit/Council Tax Support and Planning/Building Control amongst others.

To take ownership and appropriate action to resolve enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.

To promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.

To efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.

To effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.

To keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions and to carry out duties with due regard to the Council’s Customer Promise, Equality and Diversity, Information Governance, Data Protection and Health and Safety policies and procedures.

Below is a link to the Apprenticeship Standard that you will be working towards.

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist/

Simultaneously undertaking a comprehensive study programme towards the Level 3 apprenticeship. You will gain valuable knowledge and skills which will be an asset to the council and your career. Our apprenticeship scheme offers significant assistance with training and provides the opportunity to improve skills for future career opportunities.

Please note there is an end point assessment at the end of this apprenticeship, which is carried out by an external assessor and will include: A knowledge test, a Portfolio based interview and a Project presentation.

The Person

Keen to learn, you will demonstrate good communication skills, an understanding of good customer service, team work and an interest in developing a career in customer services. You will also need to show your interest in local government and the delivery of public services. We will also be looking for a flexible and positive approach to work.

Qualifications

English and Maths level 2 is desirable, but not essential and can be added as part of the apprenticeship. However, these must be completed prior to the end of the apprenticeship. Good IT skills including knowledge of Microsoft Word, Excel and PowerPoint is desirable.

Closing Date: 8 September 2019 (23:00)

Assessment & Interview Date: September 2019