At a Glance
- Tasks: Support the Estates Team and enhance customer experience at the Government Hub.
- Company: Join a dynamic team within the Government sector focused on customer service.
- Benefits: Gain valuable skills, receive personalised support, and complete a recognised qualification.
- Other info: Enjoy a supportive environment with opportunities for growth and learning.
- Why this job: Make a real difference in customer service while developing your career.
- Qualifications: GCSEs in Maths and English or commitment to complete functional skills tests.
Overview
As an Estates Customer Service Apprentice, you will support colleagues in the onsite Estates Team with responsibility for the smooth running of the Government Hub in Portsmouth. You will be a key figure in responding to customer queries about the building, escalating building faults, reporting Health and Safety issues, or supporting our building users to make the most of the Government Hub and its spaces. You will provide a high level of customer service by building strong relationships with our customers (building users) and monitoring building issues, escalating where necessary. You will influence customer experience with your knowledge, skills and behaviours. You will be highly visible to our customers, carrying out regular building inspections, talking to customers (building users) and effectively communicating and resolving their queries.
Key Responsibilities
- Managing the Estates Team communication platforms, including Mailbox, Yammer, and face to face.
- Reviewing and updating the building A-Z and Building Directory to ensure it is maintained with accurate building information
- Carry out building inductions for new starters to the Government Hub
- Plan and carry out regular building inspections, reporting identified issues and ensuring Risk Assessments are in place
- Secretariat for the Building House Committee, Health and Safety Committee and Team Meetings
- Implementing and managing building policies and processes including lockers, cycle spaces and car parking spaces
- Collate customer feedback and Level 2 complaints
- Provide a local interface with hard and soft FM suppliers, escalating customer feedback as necessary
- Support the monitoring of suppliers KPI’s
- Visitor and delivery co-ordination lead for reception and security
- Managing Teams / SharePoint sites and implementing / managing standardised filing system for the team
- Support in tracking Fire Risk Assessment / Building Risk Assessment actions and other Statutory Requirement assurance checks
Person specification
In this role you’ll develop expert knowledge and practical skills, delivered through high quality interactive learning, online assessments, and personalised one-to-one support. You’ll learn in the work environment and will be supported and encouraged by your colleagues, Manager and Apprentice Mentor to achieve your full potential and be the very best you can be.
Who can start an apprenticeship?
To start an apprenticeship, you’ll need to be:
- 16 or over
- Have the right to live and work in the UK
- not in full-time education
You can apply for an apprenticeship while you’re still at school but you’ll need to be 16 or over by the end of the summer holidays to start the apprenticeship.
Please note if successful you must be 16 or over to undergo the relevant security checks.
A condition of your employment is the successful completion of your apprenticeship within the expected duration of 18 months. Failure to meet this requirement may result in HMRC removing you from the Apprenticeship Programme and/or terminating your employment.
Your training requirements and probation period will run concurrently.
If you do not successfully complete your probation and/or the apprenticeship—where it is a specific requirement of your role—your employment with HMRC may be subject to termination.
Your manager will provide you with further details about the training programme, including the structure of assessments and, where applicable, the number of permitted attempts to pass, if they have not already done so.
Your apprenticeship will give you all the necessary training, tools, and skills you need to get up to speed within the world of HMRC. From call handling to managing customer information, your apprenticeship will ensure you are equipped to do a brilliant job.
Qualifications
- Maths and English GCSE at grade C or above OR be committed to successfully completing functionality tests as part of your learning to demonstrate your abilities.
- If not already held, you must be willing to obtain a Level 3 Customer Service Qualification within 18 months of take up duty. This will be organised for you on take up of the role.
- It is essential that you are organised, efficient and able to manage a varied workload.
- You must have strong communication skills and IT Skills (including Microsoft Word / Excel).
Details
- Seniority level: Internship
- Employment type: Full-time
- Job function: Customer Service and Administrative
- Industries: Government Administration and Government Relations Services
Customer Service Apprentice in Portsmouth employer: HM Revenue & Customs
As an Estates Customer Service Apprentice at the Government Hub in Portsmouth, you will be part of a supportive and dynamic team dedicated to delivering exceptional customer service. The role offers a unique opportunity for personal and professional growth, with comprehensive training and mentorship to help you develop essential skills in customer relations and facilities management. Enjoy a collaborative work culture that values your contributions and fosters a sense of community among colleagues and building users alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Apprentice in Portsmouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HM Revenue & Customs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HM Revenue & Customs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Apprentice in Portsmouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HM Revenue & Customs:Your cover letter is your chance to shine! Tell us why you want to work at HM Revenue & Customs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HM Revenue & Customs!
How to prepare for a job interview at HM Revenue & Customs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
