- Various Locations In Inverclyde, PA15 1LY
- £17,142 per year
- Contract Type:
- Position Type:
- Full Time
- 37 hours per week
Modern Apprentice – Customer Service (temp/full time) REF: MA/32227
Salary: Grade MA £17,142 PA
Location: TBD, Inverclyde
Hours: 37 hours per week
Duration: temp for 18 months
Modern Apprenticeship – Customer Service x 1 post
A Customer Service Modern Apprenticeship offers paid employment combined with relevant on the job learning, leading to a nationally recognised qualification.
As part of Inverclyde Council’s ‘Inverclyde Works’ recruitment and training drive, we are inviting applications for our Modern Apprentice (MA) Programme for Inverclyde residents aged between 16 – 24 years who are looking to gain experience of working in a busy office environment. (The age range increases to up to 29 years for Inverclyde residents who have a disability and/or are care experienced*).
Successful applicants will be employed on a fixed term 18 month contract, working 37 hours per week, and will attain an SCQF Level 5/6 Customer Service qualification. The annual salary is £17,142.
Based within Inverclyde Council’s Customer Contact Centre you will be provided with an excellent learning environment to enable you to deliver high quality customer service.
Applicants must have National 4 Maths (or equivalent) and 2 National 5’s (or equivalent) at Grade C or above, one of which must be English, or have completed a relevant Foundation Apprenticeship. In addition, you must be willing to commit to meeting agreed timescales and targets in relation to attaining the qualification within 18 months.
Key personal qualities include:
- Having confidence in your written and verbal communication.
- Having good numeracy skills.
- Having the ability to work accurately and give attention to detail.
- Being able to work well within a team, knowing when to ask for assistance/guidance.
- Being confident in the use of IT, including Word and Excel.
- Being able to plan and organise workload efficiently and effectively.
- Being flexible in your approach to work.
Posts may require a successful Disclosure Scotland check via Protection of Vulnerable Groups (PVG) scheme.
*Care Experienced means you are, or were in the past, formally looked after by a local authority in the family home (with support from social services or a social worker) or elsewhere, for example in foster care, residential/secure care, or kinship care (with family friends or relatives).
Apply on-line at https://www.myjobscotland.gov.uk/councils/inverclyde-council/jobs
Whether applying via the on-line application form, or by e-mailing your completed word version of the form, all applications must be received by the closing date of Sunday 4th December 2022.
Additional Information - Modern Apprenticeship Programme
The Modern Apprenticeship (MA) Programme gives you a job for a fixed period of time that lets you work towards a nationally recognised qualification.
This document will give you information relating to an apprenticeship for
- Customer Service – SCQF Level 5 or 6
This is a work-based qualification and you will undertake a job role which allows you to provide the required evidence in a working environment to successfully achieve the qualification.
How Does the MA Programme Work?
An apprentice is employed by the Council on a fixed term contract and must take part in learning which will enable them to achieve an accredited qualification. This learning includes:-
On-the-Job - where your Supervisor works with you to develop key skills such as working in teams, problem solving, communication and using IT. There will be visits from an Assessor from West College Scotland, who will monitor your technical knowledge and understanding of the job.
Portfolio Building - this is time given to you to gather and log evidence of your day to day work, which proves your competency in your role.
Off-the Job – these are periodic sessions with your Assessor where you will go to West College Scotland to review your progress and agree next steps.
How Is The Qualification Assessed?
This qualification is delivered through on-going assessment in the workplace.
We work with West College Scotland, who provide the learning resources and an Assessor, who will work with you throughout your qualification. You will use an online learning facility called “Learning Assistant” to upload your work, and training will be given on the use of this system.
You will have to successfully pass 8 units, which are assessed as you upload evidence of the work you have done to meet the standards for that unit. Your Assessor will timetable visits and go over your evidence. Where corrections are required you will be given a timescale for these to be completed, however you will be given guidance to help ensure that your work meets the standards required. When you have successfully completed all 8 Units, you will achieve the qualification and receive certification from the SQA.
What Core Skills Do I Need?
As part of the apprenticeship, you require to have your core skills at SCQF Level 5. If you are successful in your application, this will be discussed in more detail at your induction. There are five core skills:- Numeracy; Communication; ICT; Working With Others; and Problem Solving. We will look at your core skills level at the start of your apprenticeship and, if required, assist you in upskilling to the necessary level.
How Long Does the MA Last?
This apprenticeship will last for 18 months. This will be sufficient time for you to gain the qualification.
What Department Would I Be Working In?
The Council is fortunate to have a wide range of Departments able to provide good quality working and learning placements for our office based Business Administration apprentices. All of the work you would undertake will be suitable in providing the essential evidence needed for attainment of the vocational qualification. Staff in the Department you would be based in, will look for you to be eager to learn and will be supportive in passing on their knowledge.
What Should I Put Into My Application Form?
Please pay attention to all of the information that is provided about the role, including the Job Description and Person Specification, as it will give you some ideas about what you need to tell us in your application form.
Demand for Modern Apprenticeships is high, so please ensure you give as much detail as you can in your application about yourself and your skills and/or experiences, in particular any that may be relevant to the position you are applying for. The section below details what type of people we are looking for so please also bear these qualities in mind when completing your application and telling us about your skills or experiences.
In the application form you will be asked about your employment history. If you have had any work experience, including part time or Saturday jobs, please include these details here. The entries included here must cover the last three years and should include any time spent at school, college, university or any voluntary work etc. If you have no employment history just complete details of your current school/college and then progress to the next question.
How Much Will I Be Paid?
MA’s receive an annual salary of £17,142, paid 4 weekly in arrears.
What Kind Of People Are You Looking For?
You will need to demonstrate that you:
- Have the minimum qualification entry requirements.
- Have an interest in working in a business environment.
- Have the ability to work hard to achieve attainment of the qualification.
- Have good IT skills and are willing to develop them in the workplace.
- Are committed to giving excellent customer service.
- Can communicate clearly, both verbally and in writing.
- Have good numeracy skills.
- Can work well as part of a team.
- Have the ability to show initiative.
- Are flexible in your approach to work.
What is the Selection Process?
Applications are shortlisted, and those selected will be invited for interview. The interview process though formal, will be conducted in a way that should put you at ease and let you highlight your strengths in areas such as Teamwork, Communication and Motivation.
Unfortunately we may not be able to interview all eligible applicants, however we will contact every applicant to let them know the outcome of their application. We can also direct those who are unsuccessful to local organisations who may be able to help you to find suitable employment.
Important Applicant Information:
- Inverclyde Council is an accredited Living Wage Employer paying the Living Wage Rate where required. Please click the link to `Essential Applicant Information’ below for more information.
- Please note that if you apply via this website it is important that you regularly check your emails following your application submission. All further communication regarding your application, including any invite to interview and, if relevant, details of any formal offer/contract, will be done by email.
You should ensure that your email is set up to receive emails from MYJOBSCOTLAND and Inverclyde Council, and that they are not filtered into any JUNK/SPAM folders.
- Please read the Essential Applicant Information details prior to submitting your application.
- Interviews for non-teaching posts with Inverclyde Council will be based on the Councils' competency model which is reflected in our performance appraisal scheme. Details of this can be found at the link below and clicking the Performance Overview document on the left hand side:
Vetting by Disclosure Scotland
If you work in regulated work (children and/or protected adults) you will be subject to obtaining a satisfactory PVG. A small number of posts require a Standard or Basic Disclosure check and the majority of all other posts will complete a Criminal Convictions Form. All disclosure checks are obtained via Disclosure Scotland. If you are the successful candidate you will be required to pay the cost of the disclosure check required for your post.
If your post requires registration with a Regulatory Body such as HCPC or SSSC etc. You are required to obtain and maintain registration including paying any fees.
Alternative application packs can be requested in other formats for example, Large Print, Braille and Audio. To request an alternative application pack or require further assistance, please contact the HR Recruitment Team on 01475 712740.
Inverclyde Council - Best Government Services Employer in the UK 2016 – Bloomberg Business Best Employer Awards 2016
Armed Forces Personnel/Reservists
Inverclyde Council welcomes applications from former armed forces personnel / reservists. Many of the skills picked up during your military career could be transferred directly into a role with local government.
We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled and who meet the essential criteria for the job.
We are happy to discuss flexible working opportunities with applicants
Working from Home / Interim Hybrid working
We have an interim hybrid working pilot running from April/May 2022 which has a minimum 20% work location attendance if applicable. This can be discussed at interview with the recruiting manager.