Customer Services Apprentice
Redditch Campus
Heart of Worcestershire (HoW) College is passionate about developing employability prospects by delivering a wide range of vocational, professional and technical qualifications. Located across four different campuses, Worcester, Redditch, Bromsgrove and Malvern, HoW College is a thriving organisation with a vast and diverse community of learners. Our learners and staff benefit from a range of modern facilities and some of the best employee development and training opportunities in the area.
We are offering an exciting opportunity to join our Learning Centre team within Heart of Worcestershire College based in our Redditch Campus.
A training role designed to allow the post-holder to undertake a modern apprenticeship in Level 2 Customer Services, to support students with their learning and to help them succeed in their qualification aims.
The purpose of the role is to complete a course of study and obtain work related qualifications through work experience, studying, training and development. The role should be carried out effectively within a set timeframe.
To be considered for this role you must have (at least) a Level 1 qualification, accuracy and attention to detail and a good understanding of the importance of confidentiality.
In return we offer a friendly, modern working environment, a diverse employee reward scheme, pension scheme, continued professional development and a generous holiday allowance, along with many other benefits.
Our Vision is:
• To be the provider of choice for education, training and learning, delivering across Worcestershire, the West Midlands and nationally within our areas of specialism.
• To be recognised as a college that makes a difference by delivering services through innovation, partnership, co-creation and connectivity.
• To continue to inspire and enable our learners to be successful. We will raise attainment and meet aspirations by developing the knowledge, skills and abilities needed to ensure that everyone meets their full potential.
• To create the skills to advance the economic and social prosperity, adding value to the communities we serve.
We want our dynamic workforce to share our passion and enthusiasm. We are also committed to working with key stakeholders to enhance the economic prospects in the area. Our values of inclusivity, integrity, partnership and trust shine through in all that we do allowing us to provide responsive and informed services within our local community and beyond.
As one of the largest employers in the area we actively support and invest in our workforce. We pride ourselves on our progressive and flexible approach to both personal and professional development. We promote equality and diversity through inclusive practice and work with honesty and probity; placing the interests of our students and staff at the heart of all activities.
With a growth strategy that aims to further developing the quality of our offer and develop our partnerships with employers, educational institutions, and other stakeholders, there has never been a better time to join our thriving workforce.
Closing date for this post is: Tuesday 30 August 2022.
To apply please visit www.howcollege.ac.uk
This College is committed to equality of opportunity and to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff to share this commitment. All successful applicants will be required to complete and pay for a Disclosure & Barring Service check. The costs of this check will be deducted from the applicant’s first salary payment from the College.
We reserve the right to close this vacancy early if sufficient applications are received.
HoW College is a Smoke Free environment from the effects of direct/indirect contact with smoking, and all smoking related products.
JOB DESCRIPTION
POST TITLE: Customer Services Apprentice
DIRECTORATE/DEPARTMENT: Information Systems and Student Experience
GRADE: AA
LOCATION: Redditch
RESPONSIBLE TO: RESPONSIBLE TO: Academic and Digital Skills Enhancement Manager
AIM AND PURPOSE OF THE JOB
A training role designed to allow the post-holder to undertake a modern apprenticeship in Level 2 Customer Services, to support students with their learning and to help them succeed in their qualification aims.
The purpose of the role is to complete a course of study and obtain work related qualifications through work experience, studying, training and development. The role should be carried out effectively within a set timeframe.
KEY ROLES AND ACCOUNTABILITIES
• To assist with all aspects of library and Learning Centre utilisation and promotion of Learning Centre facilities.
• To provide support to the facilitation of online sessions within the Learning Centre areas, including the completion of attendance registers.
• Respond professionally to all telephone, desk and email enquiries received by the Learning Centres from staff, students and visitors. Use departmental and college wide systems to assist with enquiries.
• Perform routine duties such as retrieval and re-shelving and stocktaking of resources.
• To observe and supervise standards of student behaviour within the Learning Centres in line with the college Student Standards Policy.
• To confidently work with young people and adults and deliver a high level of customer service to support learners in their use of resources and IT.
• To maintain high standards of housekeeping ensuring the Learning Centres are safe and tidy.
• To maintain filing systems both manual and electronic, carrying out document disposal procedures as required. To undertake electronic data cleansing tasks.
GENERAL ACCOUNTABILITIES
• To commit to the safeguarding and promotion of the welfare of children, young people and vulnerable adults
• To participate in the College’s Performance Management Scheme and attend such training events as are necessary to enable him/her to carry out the duties of the job description.
• To continually improve teaching, learning and assessment through proactive CPD and sharing best practice.
• To actively participate in the College’s Quality System, including quality improvement strategies and initiatives.
• To undertake such other duties as may be assigned commensurate with the grade and purpose of the post.
• To take reasonable care for the health and safety of him/her and for others affected by his/her work.
• To actively support College Safeguarding, Equality and Diversity policies.
• To operate/conduct all HR tasks and functions within the principles of GDPR.
This Job Description is current at the date shown below, and is a guide to the work you will be required to undertake. In consultation with the post holder, it may be changed from time to time by the College to meet changing circumstances.
January 2022