Customer Service Apprentice (Young People Services)

About this apprenticeship

The customer service apprentice is a key role within Cheshire West Young People Services, which is within the wider Health & Wellbeing Directorate. This apprenticeship offers opportunity to be part of the team and gain valuable skills and knowledge of young people’s journeys post 16 in education, employment, and training. You would be based initially in our offices, then have the opportunity to work across the borough within the community. The customer service apprentice will undertake a wide range of essential administrative and record keeping duties as part of a team, learning to maintain a quality service providing resources, information and advice to customers. You will also make 1-1 contact with our young people and their families/carers to establish their participation in education, employment or training. This role will have a line manager, workplace mentor, inclusive employment manager and a dedicated apprentice programme tutor. On successful completion of the level 2 customer service practitioner apprenticeship standard will progress to the substantive post of Tracking and Monitoring Officer. This role is ‘Hybrid’ which means working from Council Hub buildings, from home or in client visits and must be able to travel across the Borough use of own vehicle for business purposes. Please note that this job is subject to a Disclosure and Barring Service (DBS) check. Notwithstanding the detail in this job description, the job holder will undertake such work as may be determined by the Manager from time to time, up to or at a level consistent with the Principal Responsibilities of the job.
With appropriate support and supervision, the Apprentice will:

Process and record information using relevant IT packages, all the activities of YPS and EHP in accordance with Council procedures to provide accurate and up-to-date information relating to young people and their interventions.
Action, review, monitor and update all the records within appropriate data bases used by council children’s services to ensure data integrity
Support the administrative tasks around the September Guarantee, not known and destination follow up
Engage with young people and their carers via doorstep visits/telephone call and emails to ascertain their destinations and
September Guarantee reducing the not known cohort
Support the wider operational team with allocating caseloads
Keep external websites up to date for the service
Liaise with others including Senior Managers, administrators, learning providers and Council departments in order to ensure that information is efficiently processed and recorded
Ensure issues identified are reported in a timely manner

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying on employer sites or via Microsoft Teams. Delivery is to be discussed with the training provider and the hiring manager must suit operational needs.

What you could go on to do

On successful completion of the apprenticeship, the post holder will progress to the substantive post of Information Technician.
This Apprenticeship has a permanent contract of employment.