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Customer Service Apprentice
4 months ago
HMRC Estates is at the forefront of delivering the biggest property programme in the UK. We are at the forefront of Government property transformation. HMRC Estates provides the professional capability to our customers and our tenants ensuring the estate is the right size, shape and quality to meet both the current and future needs of HMRC.
The Estates Directorate is committed to building the professionalism of our people, providing clear and defined career pathways enabling focused learning and development across several specialist areas in a culture of continual improvement.
Joining our team, you will be a part of Estates vision to be the best Estates department in Government, providing first class buildings and excellent services for our customers.
As the Estates Customer Service Apprentice, you will support colleagues in the onsite Estates Team with responsibility for the smooth running of the Government Hub. Leading on handling customer queries about the building, reporting building faults, reporting Health and Safety issues, or supporting our building users to make the most of the Government Hub Environment.
With your excellent customer service skills you will build strong relationships with our customers. You will address building issues and raise reactive works where necessary. As your knowledge of the building grows, you will influence customer experience with your knowledge, skills and behaviours.
To achieve our Customer Service ambitions the successful candidate for this vacancy will be expected to work full-time, in a flexible way. This would see staff routinely working Mon-Fri but allow flexibility for evening work up to 8pm and occasional Saturday work in line with business need.
Our apprentice will be visible and have an open presence for our customers, carrying out regular building inspections, talking to customers (building users) and effectively communicating and resolving their queries. Managing the Estates Team communication platforms, including Mailbox, Viva Engage, and face to face whilst reviewing and updating the building A-Z/Building Directory to ensure it is maintained with up-to-date information.
Carrying out building inductions for new starters to the Government Hub and planning and delivering regular building inspections, reporting identified issues to ensure Risk Assessments are in place.
Secretariat for the Building House Committee, Health and Safety Committee and Team Meetings. Handling Teams / SharePoint sites and implementing / managing standardised filing system for the team.
Support the building policies and processes including lockers, cycle spaces and car parking spaces, being a visitor and delivery co-ordination lead for reception and security.
Provide a local interface with hard and soft Facility Management suppliers, raising and collating customer feedback / complaints as necessary.
Help with the monitoring of suppliers KPI’s whilst handling the procurement of stationery, health and safety stock and other misc. Support in supervising Fire Risk Assessment / Building Risk Assessment actions and other Statutory Requirement assurance checks.
Assist our Workplace Operations team and carry out other tasks to contribute towards the day to day running of the Estates advised by the Senior Building Manager or Head of Estate.
Competent IT Skills (including Microsoft Word / Excel / PowerPoint).
Experience of working in customer services with Stakeholder engagement.
Hold GCSE pass or equivalent in Maths and English. Hold GCSE pass or equivalent in Maths and English. Managing a Quality Service
