Apprentice Customer Services Assistant

As an Apprentice Customer Services Assistant, you will provide a high level of customer service, working with a wide range of customers, volunteers, stakeholders and partners. The role will involve welcoming and interacting with customers and identifying their individual needs. As an Apprentice, you will actively seek to meet those needs, providing a quality service which enables customers to make full use of the facilities available. This position will predominantly be based in Rayleigh Library, with the occasional need to travel to another library. Please note that this role will require weekend working., Please note that we must be provided with your education certificates at the final stage of the recruitment process. If you have international equivalent qualifications a NARIC Statement of Comparability must be provided. If you do not already hold one you can purchase online - you can find more information here Statement of Comparability (enic.org.uk). What will you be doing?

• Understand the needs of customers and deliver the best possible outcomes through excellent customer service.
• Provide support and training to customers using information communications technology (ICT) equipment and software.
• Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information - including referral to other services as appropriate - in a timely fashion.
• Oversee and provide customers with guidance in the use of self-service equipment.
• Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
• Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
• Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
• Contribute to the compilation of statistical returns, and any other general administrative duties.
• Responsible for locking and unlocking, as necessary, acting as keyholder.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.
  
  You will:
• Have a good level of computer literacy with MS office and the ability to learn and operate in-house systems and processes quickly.
• Be able to work with a high level of speed and accuracy including experience of handling confidential and sensitive information.
• Be able to communicate confidently and tailor your communication to meet the needs of the audience.
• Be able to use your own initiative and work effectively as part of a team to resolve problems and meet desired outcomes.
• Have an awareness of the services which public libraries, registration and the coroners service currently offer to customers.
• Be able to understand the need to deliver a service which has our customers as the focus of activities. Therefore, experience working in a busy, customer facing environment would be an advantage.
Essential Requirements for the role:
• You will need to have Function Skills Level 2 in Maths and English, which is a grade C/4 at GCSE level. If you do not already have this, you will be required to complete the qualification alongside the apprenticeship. This will need to be completed by the time of the End Point Assessment (EPA).
• You will need to have the right to work and study in England.
• You will have been ordinarily resident in the UK or EEA for three years before the apprenticeship start date.
  
  Are you ready to take the first step into a rewarding career in Customer Services? Would you like to work within a friendly and supportive team who values your growth and development? Our Library team at Rayleigh are now recruiting for a confident, organised and enthusiastic individual, with a passion in providing excellent customer service to join their team as a Customer Services Apprentice. With comprehensive support throughout the apprenticeship leading to a nationally recognised qualification, this could be the perfect opportunity to kickstart your career!
  
  Healthy work life balance.
• Wide range of learning and development opportunities.
• IT equipment and home-working equipment supplied.
• 26 days annual leave + bank holidays + choice to buy extra.
• Generous Local Government Salary related pension scheme.
• Access to hundreds of discounts and benefits through Essex Rewards.
• Access to our health and wellbeing support platform with LifeWorks.
• Up to 4 days per year Volunteering leave.
• Complete a Level 2 Customer Service Practitioner Apprenticeship to earn a nationally recognised qualification.
Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found here pay and reward . What our Apprentice's say: "My apprenticeship experience has been a really valuable way to learn real life skills whilst engaging in a real work environment. There is so much variety to the work and no day is the same. I was initially sceptical about taking on an apprenticeship, but I feel they are the future of getting into work." "I love the apprenticeship process as you're getting paid as you learn. I have been able to make good connections with other employees and really good relationships throughout my journey so far. It's a great starting point to anyone who hasn't got a clear idea of what work they would like to pursue. Also, the apprenticeship allowed me to try multiple different types of jobs when opportunities came up, so I was able to see what I liked, and I was good at."