Job Description



LEEDS CITY COUNCIL - Job DescriptionDirectorate: Communities and EnvironmentsService Area: Job Title: Customer Services ApprenticeGrade: A1/A3Responsible To: Responsible For: Conditions of Service: NJC Conditions applyJob Purpose:Based in a customer facing role, you will work towards a qualification on an Apprenticeship programme, gaining the skills, knowledge and experience you need to provide an excellent level of customer care.As you learn the role and systems we use, you will gain the confidence to take ownership of routine enquiries or know when to refer them on to a more experienced colleague or specialist team.You will be supported, trained and expected to maintain a good knowledge of customer issues, processes and related services and be able to explain these clearly to customers. This is a key entry role in to the Council helping to deliver vital council services.Key Requirements Enthusiasm and commitment to learn new skills and undertake training towards a qualificationAbility to work in a busy team environment and follow customer care standards to resolve routine enquiries from the public and from other services.Ability to communicate effectively with a wide range of people both verbally and in writing.Respect for the use of sensitive and confidential information within your work. Experience of using basic IT applications with the ability and willingness to learn new IT systems. Working ContextPrimarily office-based; working flexibly and potentially face to face with the public.The role profile and specification are an outline only and may vary from time to time without changing the character of the job or level of responsibilitycenter467995020000In this family, people at this level will learn and develop the ability to provide an effective and caring front line or community based service. They assist and provide support to others, whether this is customers or other members of staff. People in these roles will be expected to follow straightforward instructions and well-defined procedures. They respond to routine queries or situations without having to ask others, but also know when to seek assistance or refer the issue to a more senior level.The range of responsibilities and variety of duties may be limited at this level but the post holder is expected to develop and improve their skills to provide a high standard of service.AspectFor roles at this level, you must be able to show you can…Outcome The result when all aspects are applied effectively1B AspectKnow - learn, through a structured training and induction programme, the processes, procedures and IT applications required for a range of clerical and customer service duties.Outcome The knowledge you gain within your role enables you to deliver a good level of service to customers.2B AspectThink - Think through the situations and information you’re given and apply your judgement to solve a variety of straightforward problems as agreed with your manager. Where the issue is more complex, consider who might be best to deal with it and refer it on.Outcome The customer receives the best possible outcome because you have thought through all the available information, and whether to refer it up the line where necessary.3B AspectCommunicate -Speak politely to customers and explain simple processes clearly. Exchange information with others so that everyone is clear what was meant.Outcome You are clearly understood whether using written or verbal forms of communication.4B AspectOperate – Use office equipment reasonably accurately throughout the day as a routine part of your duties and to complete tasks effectively.OutcomeYour careful and accurate use of IT and other equipment means that your work can be relied upon for its accuracy.5A AspectAct – Carry out your duties by following procedures and instructions with close supervision. Attend team meetings, making suggestions and contributing where appropriate. When simple problems arise, decide what to do and be prepared to explain your thinking.OutcomeYour work gets done because you do what has been asked and used your initiative where necessary.6B AspectSustain – Continue working effectively when there is an ongoing need to remain seated or standing for long periods, such as speaking with customers or in a meeting.OutcomeYou can meet the physical demands of your role.7B AspectFocus – Concentrate on your tasks despite the distractions, for periods up to a couple of hours or so, or for shorter periods where more concentrated attention is required. Focus on things such as recording information or checking manual or computerised records.Outcome You remain focused and finish tasks with no/few errors despite the distractions. 8A AspectCope – Although you deal with people or situations that could be upsetting and place you under emotional pressure, you remain calm and are able to continue with your work.Outcome You cope well with the emotional demands of the job.9B AspectConnect – Provide people with information, advice and guidance about your area of service. Take care to understand what they want to know and how you can help protect their health and wellbeing. Be aware of health and safety and how this applies to you.Outcome The advice you provide is helpful and supports people’s well-being. They are protected from harm because of your good advice, guidance and actions.10A AspectSupervise – If others need to learn how you do your job, show them and give them advice and guidance where needed.Outcome New or less experienced colleagues learn about your duties because you have shown and guided them. 11A AspectAccount – Your work may involve limited responsibility for small amounts of cash, processing cheques or checking invoices. Process and account for these in accordance with internal procedures.Outcome You can be trusted to handle cash and keep accurate records because you follow procedures and can explain what you have done.12B AspectProtect – Look after council property and information, making sure it is safe and secure, and any issues/errors are fixed or reported. If you are responsible for supplies, look after the stock and check levels regularly.Outcome We have what we need and money is not wasted on things we haven’t taken care of. People trust us to look after their property and information.13B AspectWorking Conditions – In your role you may sometimes encounter serious abuse. Keep calm and refer to your supervisor where necessary.Outcome When you encounter abuse, you report it where necessary and carry on with your job.14A AspectAnticipate – Flag up any issues as soon as you can see they may be a problem. Suggest a solution, if you can think of one.Outcome A problem has either been avoided or dealt with because of your actions.15A AspectCollaborate – Work with colleagues within your team and service to support LCC business for the benefit of customers. Be helpful by sharing information when you have permission to do so and positively take part in team work, so that you contribute to team achievements.Outcome You contribute to team activities and people you work with describe you as helpful. 16A AspectDeliver – Make sure you understand what is expected of you and ask if you don’t. Work to the priorities you’ve been given so that you can get everything done on time. If that’s not possible, flag this up straight away and work with your supervisor to re-plan work.Outcome You deliver your work on time because you’ve made sure you’re clear about what is needed and you’ve discussed any issues with your supervisor.17A AspectOrganise – Help arrange, file and re-stock information or organise activities within the team. Check regularly to ensure everything is kept up to date. Assist in organising an alternative in case things don’t go to plan.Outcome Activities you’ve helped to organise go as planned. Information or materials that you look after are stored tidily so people can find what they’re looking for. ................
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