Operational Support Apprentice

Introduction

This is an exciting opportunity to gain valuable experience in a busy office environment.

You will assist colleagues with a variety of administrative and operational support tasks, including processing correspondence, maintaining records, data entry, handling telephone and email enquiries, complaint handling.

About the Employer

As one of the largest employers in the area we offer a wide range of services across the district including housing repairs, parks and green spaces, neighbourhood wardens, environmental health, planning and customer services to name just a few.

We are located near the M1 and most of our sites are on a bus route or are within walking distance of a train station.

What You'll Do

• Work as part of a team as the first point of contact for customers accessing Council services in person, over the telephone or digitally, providing a customer focused service using initiative and problem‑solving skills.
• Taking responsibility for resolving queries or taking appropriate action.
• Receiving, recording, diagnosing and prioritising enquiries, including repair orders, operating a repairs appointment system, working in a Repairs Call Handling Centre and making arrangements for home visits.
• Report any repairs, maintenance, health and safety hazards, customer enquiries, breaches of tenancy, safeguarding or vulnerability that are identified during day‑to‑day activities.
• Effectively communicate in a customer care environment including introducing yourself to customers, explaining your role and ensuring satisfaction upon completion of service delivery.
• Develop and maintain good working relationships with tenants, leaseholders, residents and service users to actively promote the provision of high‑quality services.
• Maintain an effective and efficient data filing and management information system including inputting and retrieving statistical information, programmes of works, spreadsheets, etc.
• Liaise with suppliers and sub‑contractors to order, store and issue materials in accordance with the relevant processes.
• Process orders and invoices on behalf of the Authority in accordance with the relevant procedures.
• Undertake general administrative duties such as filing, writing basic letters, completing and circulating minutes, etc.
• Deal with routine face‑to‑face and telephone enquiries, including requests for general information.
• Maintain an effective service, understanding and competently using the digital systems employed within the Council.
• Handle telephone payments for the Home Improvement scheme.
• Provide advice and guidance to tenants in relation to repair and maintenance matters.
• Operate in accordance with the Council’s corporate values and codes of behaviour.
• Ensure at all times that all Health & Safety legislation requirements are met and that the Council’s Health & Safety Policy, arrangements and procedures are implemented.
• Exercise proper care in handling, operating or safeguarding any equipment, vehicle or appliance provided, used or issued for the performance of the duties of the post.
• Commit to and understand the Council’s approach to equality and diversity and promote and deliver fair, sensitive and quality services.
• Comply with all relevant Council policies and procedures including financial regulations, code of conduct, HR policies, Data Protection, Freedom of Information Act and ICT Codes of Practice.
• Adhere to relevant working practices, methods and procedures and undertake relevant training and development as required, responding positively to new and alternative ways of working.
• Carry out any other reasonable duties and responsibilities commensurate with the grade and level of responsibility of the post.
• Engage with digital models of service delivery and support the implementation of digital working methods.
• Manage and/or use resources in ways that ensure value for money and support the commercial agenda.
• Demonstrate a commitment to the delivery of excellent service for all customers and service users.
• Work effectively with all departments of the Council to ensure quality service delivery.
• Training Outcome
• Full time position upon completion of apprenticeship.
• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

Qualifications

• Essential - GCSE - English - 4
• Essential - GCSE - Maths - 4
• Desired - GCSE - ICT - 4
• Course Information
• Course: Business administrator (level 3)
• Level: 3
• Route: Business and administration
• Apprenticeship Level: Advanced
• Working Arrangements
• Working Week: Monday to Friday 37 hours.
• Shifts TBC.
• Expected Duration: 1 Year 6 Months
• Training Provider: WEST NOTTINGHAMSHIRE COLLEGE
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