About this Apprenticeship
The Hubs Team is looking to employ a Corporate Apprentice (Level 2) Administration assistant based at Central Library Hub, The Hayes Cardiff CF10 1FL, to contribute to the service an exciting opportunity has arisen for committed individuals with excellent customer care skills to join the team at Central Library Hub. The Hubs provide professional front line advice to customers on Housing Benefits. These include Universal Credit, Housing Benefit & Council Tax Reduction schemes, and a wide range of Council services including those provided by partner organisations.
Central Library Hub, The Hayes, Cardiff. CF10 1FL
37 hours per week
£22,366 per annum
November 10th, 2024
Please note that applications received after the closing date may still be considered, subject to the vacancy being filled.
Key Duties
- To ensure excellent customer service, listening and empathising with the customers and showing a desire to help and support at all times.
- To assist the senior officers and support other team members as is reasonably required.
- To ensure that customer contact is recorded, processes are followed and that systems are updated effectively
- To work closely with other officers, sections and partner organisations to ensure a co-ordinated service is provided.
- To encourage financial and digital inclusion by providing practical assistance and advice
- To assist the team to resolve enquiries wherever possible at first customer contact, where this is not possible refer to other officers or sections following agreed referral processes.
- With increasing experience, to act as a customer advocate taking ownership of enquiries possible and ensuring complaints are resolved at the earliest opportunity.
- To arrange appointments for customers as required.
- To play an active part in the Hubs/Libraries ensuring that good communication is maintained within the team, providing cover for other officers, contributing to the work of the team, and changing work location as needed which may be at short notice as required.
- To scan and index documents and to respond to customer letters as required.
Essential Criteria
- Has achieved, or is expected to achieve a minimum of: GCSE Grade G or above in Maths and English (and/or Welsh), or an equivalent qualification e.g. Essential Skills Wales Level 1 in Communication and Application of Number.
- Demonstrate a basic understanding of the work of the Council.
- Can speak and write fluently in English and/or Welsh to speak to colleagues and customers, take messages or ask questions to gain understanding.
- Able to use a computer and software applications, to any level, relevant to the role.
You will be contacted by telephone and email throughout the recruitment process, so please ensure you provide us with up-to-date contact details and check your messages regularly.