CALICO HOMES

JOB DESCRIPTION

POST:Customer ServiceApprentice

SERVICE AREA:Customer Service

GRADE:Apprenticeship

JOB PURPOSE: To successfully undertake a structured apprenticeship programme.

To provide accessible, high quality information and advice all Calico’s services, through a welcoming, friendly professional and customer focused Call Centre and Reception service.

RESPONSIBLE TO:Customer Service Team Leader

RESPONSIBLE FOR: No staff

KEY DUTIES AND RESPONSIBILITIES:

  1. To successfully undertake a structured apprenticeship programme provided by the Company.
  1. To make satisfactory progress on the apprenticeship course as evidenced by college reports and results.
  1. To work with members of your service area to deliverqualityadministrationand support services to customers, partners and colleagues in conjunction with your Manager.
  1. To represent a positive corporate image of the company, dealing politely professionally and effectively with our tenants, other service users, business contacts and potential applicants.
  1. To aim to resolve a wide range of customer enquiries at the first point of contact and liaise with specialist staff to resolve complex matters.
  1. Responsible for all customer enquiries through a variety of channels, face-to-face, plus over the telephone and through electronic access channels.
  2. To investigate and accurately record each customer enquiry and interaction on the appropriate in house system, Active H CRM, Housing management, Intranet, Website, or other system. Use desk top tasking to track enquiries handed over to another service.
  1. To deal with and defuse difficult situations effectively and consider the need of the vulnerable people who use our service, ensuring resolution to their enquiry.
  1. To advise customers on the process of the B-with-us scheme: how to join, eligibility, application status, checks and reference requirements, how to access information on available homes and place bids.
  1. To process rent payments and resolve rent queries at first point of and liaise with specialist staff to resolve complex matters.
  1. Respond within target to customer service requests, compliments and complaints. Maintain an electronic database of enquiries and ensure the accuracy of information logged. Supply efficient and professional responses and replies in line with the Customer Contact Policy.
  1. To identify any service failures and avoidable contacts, by suggesting solutions to the Customer Service Team Leader / Customer Service Manager.
  1. To deliver the organisations values and commitment to equality, diversity and vulnerability and to promote equal opportunities in service delivery. Using Language Line, textbox and other tools, to ensure that we communicate with our customers appropriately.
  1. Working effectively with internal colleagues and partner organisations in line with our company service standards, ensure the highest standards of customer care.
  1. To work individually and as part of a team to complete all administration tasks accurately, achieve the relevant customer service and company performance targets to a high standard and to the appropriate regular deadlines.
  1. To undertake training and personal development as per the Realising your Potential process; coaching, work shadowing other department roles, attending 1:1’s Team Meetings, Calico Extra sessions and any other courses as appropriate.
  1. To act in line with companies’ health and safety policy and procedures.
  1. Work within Calico’s guidelines on confidentiality and professional boundaries including Data Protection legislation when dealing with confidential and personal information.
  1. To undertake ad hoc duties as required from time to time, which are appropriate to the salary grading of the post.

Footnote:

This job description summarises the major responsibilities of the post. It is not intended to exclude other activities, nor future changes from the post holder’s responsibilities.

CALICO HOMES

PERSON SPECIFICATION

Post: Customer Service Apprentice

Selection Criteria / Essential (E)
Desirable (D) / Source of Evidence
Qualifications
4 GCSE’s grade C or above (or equivalent) including English and Maths / D / Application and Certificate
Experience
Voluntary or community work / D / Application & Interview
Responsibility for achieving deadlines and / or targets / D / Application & Interview
Skills & Knowledge
Good communication skills / E / Application & Interview
Good organisational skills / E / Application & Interview
Good record keeping skills / D / Application & Interview
Ability to work on own initiative & as part of a team / E / Application & Interview
High degree of self-motivation, initiative and flexibility / E / Application & Interview
Takes a flexible approach to tasks / E / Application & Interview
Ability to demonstrate an understanding of the needs of vulnerable adults / D / Interview
Other Requirements
Commitment to the Apprenticeship Scheme / E / Application & Interview
Commitment to learn and develop / E / Application & Interview
Commitment to Equality and Diversity both within the workplace and the wider community / E / Interview
Commitment to customer care and the delivery of quality services to all customers / E / Interview
BEHAVIOURS:
The following behaviours describe how we expect staff to go about their work in a day to day basis. These behaviours help to create a workplace where everyone who works with Calico has the opportunity to learn and grow their talents in an environment where they feel valued and supported and where their efforts are rewarded and recognised. These behaviours will be assessed during the interview stage.
Passionate about customers
Customer focus is at the heart of what we do at Calico. This can be whether you deal with customers who live in our neighbourhoods or internal customers from other teams or partner organisations.
Rising to the challenge
Calico is an ambitious organisation that is determined to keep improving. This means that every member of staff should be supported to work at a pace and level that enables us to bring about the positive changes we want to achieve.
Committed to Calico
We all need to get the best out of our time at work and also put the best of ourselves into the work we do. To make sure we continue to achieve as an organisation we need dedicated staff to keep us moving forward.
Maximising Potential
There are always opportunities for us to work smarter, not harder, and that’s exactly what we need to do to make sure everybody achieves their potential. This means showing a willingness to try new things and put things right where necessary. / E
E
E
E / Interview
Interview
Interview
Interview

02 2014 - Customer Service Apprentice job description