Customer Relations Officer Apprentice in Reading

As a Customer Relations Officer Apprentice, you'll support the smooth running of essential processes that help us respond effectively to complaints, MP enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SAR). You will play an important role in supporting the smooth running of the Customer Relations Team. The role involves helping customers with a range of enquiries, maintaining accurate records, and ensuring the team's processes run efficiently. You will work closely with the Customer Relations Manager and Senior Customer Relations Officers as part of a supportive and collaborative team.

You will be the first point of contact for customers reaching out about complaints, MP enquiries, Freedom of Information (FOI) requests and Subject Access Requests (SAR), providing a professional and confidential service at all times.

Key duties include:

• Recording and maintaining both manual and computerised records of complaints, MP enquiries, FOI requests and SARs.
• Keeping customers informed about the progress of their enquiries or requests.
• Monitoring satisfaction surveys to understand customer feedback.
• Carrying out general administrative tasks such as filing, scanning, photocopying and distributing information materials.
• Supporting the team by preparing reports and correspondence for internal and external stakeholders.
• Organising meetings and taking minutes when required.
• Taking part in internal and external training to develop your skills and meet apprenticeship requirements.

This apprenticeship is ideal if you are enthusiastic about developing your skills and keen to build confidence in customer relations. We're looking for someone who has:

• GCSEs (or equivalent) in English and Maths at grade C/4 or above.
• Basic experience using Microsoft Office (Word, Outlook, Excel).
• Strong interpersonal and communication skills.
• The ability to work well as part of a team.
• An understanding of the importance of confidentiality.
• Good organisational skills and the ability to meet deadlines.
• A positive, flexible attitude with a willingness to learn new systems and processes.
• The confidence (or willingness to develop confidence) to speak with distressed or challenging customers.

You'll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you'll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

• Work Together as one team - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do.
• Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential.
• Be Ambitious - be demanding of our own performance - striving to be even better - and be prepared to engage with and challenge leaders in a constructive and positive way.
• Make a Difference to Reading - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed.

About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you'll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:

• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years' service and 33 days after 10 years' service, with the option to buy additional leave.
• A wide range of flexible working opportunities.
• Modern working environment at the Civic Offices in the heart of Reading.
• Local Government Pension Scheme (LGPS).
• Life Assurance - three times your annual salary (for members of the LGPS).
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted.
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work.
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax.