Customer Service Practitioner Apprentice Level 2 - Barnsley, United Kingdom - DIAL BARNSLEY

Description

About us
DIAL is an information, advice and support organisation run by, and for, disabled people and carers in Barnsley.

Established in 1985 from the belief that disabled people themselves are the 'experts' in understanding the needs of disabled people and with a willingness to share that experience and knowledge.

We attribute the success of our organisation to our ethos which is to "see the person first" Today we remain an independent user
- led organisation. We have built a reputation for providing high quality, professional services, whilst maintaining a friendly and down to earth approach. What do we do? User involvement is key to everything we do. All our services have been developed in response to the needs and demands of our target audience - local disabled people and their families. We work with local people to coproduce and design the services we deliver - then we know we are doing it right We raise awareness amongst the community of the abilities and rights of disabled people and represent their views with local service planners and providers. Our trustees and management team are actively involved in local networks and partnership working within the borough helping to influence and shape service provision and developments so we can all enjoy our vision for "a world that is truly inclusive".


What will the apprentice be doing?

To communicate on the telephone or in person with enquirers and other callers in a courteous and patient manner, and in particular displaying empathy with disabled people.

To interview clients either in person or by telephone in order to:

• Find out the full nature and details of the enquiry by helping clients to clarify and explore the issue.
• Help the client decide what they want to achieve.
• Explore with the client all possibilities for action and their possible effects.
• Help the client choose a course of action and support them in taking such action.
• To use DIAL's information resources and consulting colleagues, this will ensure that clients receive accurate and relevant information.
• Option to provide clients with written or printed information which they can refer to later should be given.
• To ensure that written information is sent out with minimum delay.
• To followup cases, negotiating on behalf of clients either by telephone or letter with other agencies (e.g Social Services, Benefits Agency).
• To refer cases which you cannot answer completely and satisfactorily to a more experienced colleague or to the most relevant organisation or source of information.
• To keep an accurate case record of every client enquiry, including copies of any handwritten material sent.

What training will the apprentice take and what qualification will the apprentice get at the end?
How to build & manage good customer relationships, brand promise, complaints procedures & digital media.

You will gain Customer Service Level 2 apprenticeship.

• Regulations & legislation, health & safety, data protection, equality, how to use systems, equipment & technology
• How to evaluate & monitor customer service, how to create a customer focused experience
• Product & service knowledge, how to engage & build rapport with customers,effective communication
• Influencing skills; how to deal with conflict and challenge
• Team working
• Training will take place on site in the workplace.
• Porgression route on to Level 3 customer service specialist Apprenticeship, team leader, client services operative, customer service advisor.

What is the expected career progression after this apprenticeship?

• Progression route on to Level 3 customer service specialist Apprenticeship, team leader, client services operative, customer service advisor.

Job Type:
Apprenticeship


Salary:
£7,603.20 per year


Schedule:

• Monday to Friday

Ability to commute/relocate:

• Barnsley, S70 2NZ: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)


Work Location:
In person