Apprentice Customer Service Administrator (SEND Team) – Kirklees College

What you will do in your working day

In the first instance, your duties and responsibilities are listed below, including the critical success factors relating to the post. As the needs of the college change, you will be expected to take on or drop responsibilities as directed by the Line Manager.

Critical Success Factors:

• Maintenance of records and relevant systems
• Completing relevant documentation
• Handling, managing and producing accurate data and reports
• Liaising with relevant internal and external contacts and departments
• High functioning ability in the use of Microsoft Office Suites

Role Specific Responsibilities:

• Day to day SEND administration
• Monitoring or and sending of documentation relating to EHCP annual reviews
• Monitoring and responding to the SEND email inbox

Other Duties and Responsibilities:

• General administrative duties as required by department and manager. (Filing, scanning, postal distribution)
  Efficient organisation of admin processes and procedures in relation to SEND
• Proficient use of Microsoft Office and Outlook
• Dealing with requests for information
• Filing and recording of confidential data and records

General Duties and Responsibilities:

The post holder is required to:

• Perform their duties in accordance with the college’s Equality Policy, undertaking mandatory training as required by the college.
• Show a commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults, undertaking mandatory training as required by the college
• Perform his/her duties in a manner which respects British values, including individual liberty and mutual respect and tolerance of different faiths and beliefs
• Demonstrate a commitment to the college’s values and behavior of Excellence, Integrity, Equality, Respect, Care, Efficiency, and Innovation
• Ensure the health and safety of all staff and resources within his/her area(s) of responsibility, i.e., delegated responsibility in relation to the nature of the post holder’s duties and personal responsibilities as per Sections 7 and 8 of the Health and Safety at Work Act 1974
• Participate in the college’s Performance Management Review Scheme
• Undertake Continuous Professional Development (CPD) relevant to his/her post
• Demonstrate core competencies as required by the role
• Demonstrate commitment to the college’s whole organisational approach to improving standards of literacy, numeracy, and language in line with the national Skills for Life Strategy and the college’s in-house Skill Up programme
• Perform any other duties as may be reasonably required from time to time by the Principal and Chief Executive, through the LDD Team Leader

As part of your contract of employment completion of the Apprenticeship Training Programme forms part of your duties as well as helping your personal and professional development; the requirements to complete the programme are as follows:

• Attend and be punctual for all induction sessions, lessons and work-based training/support sessions
• Complete all required assignments with by the required timeline
• Build up your portfolio of evidence on-going
• Access support from your tutor/assessor and your manager

The training you will be getting

Overview of Customer Service Level 2 Apprenticeship Standard.

Functional skills in English and maths if required.

The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high-quality service to customers.

The standard covers the following:

Knowledge:

• Knowing your customers
• Understanding the organisation
• Meeting regulations and legislation
• Systems and resources
• Your role and responsibility
• Customer experience
• Product and service knowledge

Skills:

• Interpersonal skills
• Communication
• Influencing skills
• Personal organisation
• Dealing with customer conflict and challenge

Behaviours/Attitude:

• Developing self
• Being open to feedback
• Team working
• Equality – treating all customers as individuals
• Presentation – dress code, professional language
  “Right first time”

You will complete an End Point Assessment this will involve the following:

• Showcase/portfolio
• Interview
• Practical observation
• Professional discussion

Functional Skills: Level 1 and then Level 2 in maths and English, if required.

You are given time off, one day per week to study; you are required to attend Kirklees College, Huddersfield Centre, you will also attend other meetings via Teams to complete work for your apprenticeship. The study day is a Wednesday.

What to expect at the end of your apprenticeship

There may be an opportunity for a full-time job opportunity at the end of the apprenticeship, subject to satisfactory employment, and completion of the apprenticeship and if there is a role available.

This post may close early if sufficient interest is received.

To apply for this role:

1. Click the “Apply now” button at the bottom of the page.
2. This will open your email app.
3. In the email:
   • Subject: Applying for Kirklees College
   • Write in the email: To Nichola Barnes, please accept this as my application for the role at
   • Applying for Kirklees College
   • Attach your CV to the email.
4. Send the email once you have filled in the above.