Customer Service Apprentice

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