AddressGreenwich Direct Apprenticeship
WORK EARN LEARN
Please note you do not need to register for the apprentice talent pool to apply for Greenwich Specialist Apprenticeship roles.
GDA Apprentice Customer Service Advisor - work, earn and learn
The Customer Services Team in the Directorate of Finance and Legal is responsible for front line Customer Service via telephone, email and face to face.
We are looking for someone with a keen interest in being the first point of contact for council residents, who is eager to learn, and is driven and self-motivated to deliver high quality work for a truly unique and exciting London borough.
Professional Duties:
- As allocated by your line managers, perform a range of basic customer care duties which include specific tasks related to the formal qualification.
- Work with colleagues, taking instruction, making notes and meeting the basic needs of the team.
- Respond to customer enquiries and logged service tickets. After training, be able to deliver an acceptable level of Customer Service at all times.
- Handling calls made to the service/team, logging the calls and ensuring all the necessary information is gathered from the caller. Dealing with basic queries and directing all other calls to the appropriate team member/service.
- Provide service advice and information to customers, by telephone or in person (where necessary).
- Undertake general administrative duties including filing, photocopying, etc.
Team Specific Tasks:
- Under direct supervision to learn about and work towards undertaking duties related to Customers Services. Throughout the Apprenticeship programme to assist senior staff in the following duties:
- Handling inbound telephone calls for Customer Services (Mobility, Electoral, Parking Services).
- Build a rapport with the customer, understand the nature of their enquiry and raise the appropriate service request to log the contact.
- Keeping an accurate records of customer records on Dynamics CRM and legacy databases.
- Use telephony systems to handle call enquiries and capture their activity for monitoring and quality purposes.
Personal Development:
- To undertake a varied programme of work experience, practical and theoretical training leading to a recognised apprenticeship qualification in Customer Services level 2 as part of an apprenticeship programme.
- To actively participate in their own development plan, which will be agreed with the line manager and the assessor from the training provider. To undertake the requirements of the academic element of the apprenticeship (e.g. attendance at college and completion of academic work). A minimum of 20% of working week will be allocated to this.
As a Royal Greenwich apprentice, there are many fantastic benefits you can enjoy. Please refer to the link ‘Benefits of working for us’ to learn more.
How to apply:
Click on the red “apply” button below, fill out your application and submit it.
To be eligible to apply for these apprenticeships you must be living in the Royal borough of Greenwich (or if you have been in the care of the Royal Borough of Greenwich but are or have been in the living outside the borough).
These opportunities are also open to
- Children 16 to 18 years who are looked after by the Royal Borough of Greenwich and have been for more than 13 weeks (which does not need to be all one period); AND
- *To care leavers who can be young people aged between 16 and 24 years (to 25th birthday) who were looked after by the Royal Borough of Greenwich Children’s Services for a period of 13 weeks or more since the age of 14 (which does not need to be all one period) but must include a time after the 16th birthday.
Please note: to be eligible for funding to complete the apprenticeship qualification you must have ordinarily been a resident in the UK for at least the previous three years before the start of the apprenticeship and have the right to work in the UK.
If you have been granted leave to remain status, this must cover the entire duration of the qualification to be eligible for funding and for your application to move to the next stage.
The main eligibility criteria:
- As some young people may turn 16 between the end of June and beginning of September (they would need to wait until they are 16 before starting their apprenticeship)
- Not already qualified to the same or higher level in the same field
- Working at the specified level in Maths and English required for the qualification
- Applicants who do not hold GCSE or Functional skills in Maths and English will be tested for suitability
- Have lived in the UK or EU for 3 years prior to applying for this apprenticeship
- To qualify for Government funding for the apprenticeship, applicants must have the correct status which is usually having been resident in the UK for 3 years, but there are some exceptions to this which will be checked at the time of application.
As part of the screening process, you will need to demonstrate that you meet the Maths and English skills criteria. This can either be by providing evidence of your GCSE’s or functional skills certificates. If you do not have these, the learning provider who will be delivering the qualification, will screen applicants to determine if they are eligible for the qualification.
If you have not achieved the GCSE’s Maths and English or equivalent functional skills, the screening process will assess the below for:
Customer Service level 2 – you must demonstrate you can achieve level 1 functional skills in Maths and English.
When completing the application form you will be requested to upload your evidence of Maths and English GCSEs, or functional skills certificates achieved.
We urge applicants to upload this at the time of applying for the role to prevent any delays in the recruitment process.
You will be asked to provide proof of your address before completing the application form, please have this available for upload.
The following are acceptable forms of proof of address:
- Recent bank statement (dated within the last 3 months)
- Household utility bill (electricity, gas, water, dated within the last 3 months)
- Council Tax bill
- Official letter from the benefits agency/ HMRC
- National Insurance letter
- NHS card or letter of confirmation from your GP practice
- A rental agreement/mortgage statement for your current residence
We understand some applicants may not have the proof of address in their own name, due to for example living with parents/carers. In this instance you can supply documents that confirm you are linked to your parent/carer and live with them i.e. Birth/adoption certificate and council tax letter.
For help and support to ensure that you make the best possible application please contact GLLaB on 020 8921 2440 or at Apprenticeships@royalgreenwich.gov.uk. GLLaB will provide training and help you to draft your application and prepare for interviews.
For an informal discussion about this opportunity, please contact Richard Daisley ; richard.daisley@royalgreenwich.gov.uk 0208 921 2347
Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.
High Volume Applications: Royal Borough of Greenwich reserves the right to close any vacancy earlier than the advertised closing date should there be a high volume of applications received.
Advert Close: All vacancies close at midnight unless otherwise stated.
How Applications are Scored: Each application is scored according to how well the supporting statement addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statement section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application.
Interview Arrangements: During this time, our priority for all of our recruitment activity is to make sure our applicants, hiring departments and new starters are informed, safe and supported. Careful and thorough consideration will be given to interview arrangements and for any essential in-person recruitment, we will ensure this is held in a suitable, secure setting with additional arrangements to ensure any current safety requirements are fully adhered to.
Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.
Apprenticeship Royal Greenwich Residency Requirement :
To be eligible to apply for this role you must be living in the Royal borough of Greenwich; or if living outside Royal Greenwich, be in the care of Royal Borough of Greenwich as defined below*
- *Open to children 16 to 18 years who are looked after and have been for more than 13 weeks (which does not need to be all one period); AND
- *Open to care leavers who can be young people aged between 16 and 24 years (to 25th birthday) who were looked after by Children’s Services for a period of 13 weeks or more since the age of 14 (which does not need to be all one period) but must include a time after the 16th birthday.
Apprentice right to work in UK:
To be eligible to apply for apprenticeships at Royal Greenwich you must have the right to work in the UK and have ordinarily been a resident in the UK for at least the previous three years before the start of the apprenticeship*
- Please note: Government funding is required to complete the apprenticeship qualification. If you have been granted leave to remain status, this must cover the entire duration of the contract to be eligible for funding and for your application to move to the next stage. Please see Apprenticeship Funding Rules for more information.
The duration of the contract is typically 18 months but could be longer
Our Staff Values: Our Staff Values are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.
