Gda Apprentice Customer Services

**Greenwich Direct Apprentice**ship**:
**WORK EARN LEARN**:
**GDA Apprentice Customer Services - work, earn and learn**

Advice & Benefits - Welfare Rights Service and Emergency Support Team

Advice & Benefits has an exciting opportunity for an enthusiastic apprentice to join a dynamic team. As an active member of the Welfare Rights, Universal Support and Emergency Support team, the role will include providing support to residents from all of these areas.

The role will require handling initial enquiries, directing calls to the correct service team, logging calls and ensuring all information is gathered from the caller. There will also be administrative support to all three teams.

We are looking for someone with a keen interest in supporting residents, who is eager to learn, and is driven and self-motivated to deliver high quality work for a truly unique and exciting London borough.

Professional Duties:

- As allocated by your line managers, perform a range of basic customer service and administration duties which include specific tasks related to the formal qualification.
- Work with colleagues, taking instruction, making notes and meeting the basic needs of the team.
- Deal politely with residents. After training, be able to deliver an acceptable level of customer service at all times.
- Handling calls made to the service/team, logging the calls and ensuring all the necessary information is gathered from the caller. Dealing with basic queries and directing all other calls to the appropriate team member/service.
- Undertake general administrative duties including filing, photocopying, etc.

Team Specific Tasks:

- Answer new enquiries from residents regarding the Emergency Support Team and Universal Support Team, dealing with enquiries as appropriate and taking details of queries to pass on to caseworkers.
- Answer calls from existing clients for the Welfare Rights Service and dealing with enquiries as appropriate.
- To check the Live Well referral portal daily, input cases onto Advice Pro and transfer into the WRS inbox.
- To provide administrative support for caseworkers working from home and in the office, such as assisting with post in/out of the office and printing support.

Personal Development:

- To undertake a varied programme of work experience, practical and theoretical training leading to a recognised apprenticeship qualification (**Customer Services Level 2**) as part of an apprenticeship programme.
- To actively participate in their own development plan, which will be agreed with the line manager and the assessor from the training provider. To undertake the requirements of the academic element of the apprenticeship (e.g. attendance at college and completion of academic work). A minimum of 20% of working week will be allocated to this.

As a Royal Greenwich apprentice, there are many fantastic benefits you can enjoy. Please refer to the link ‘Benefits of working for us’ to learn more.

**How to apply**:
**As part of the screening process, please upload your evidence of maths and English GCSE’s or functional skills certificates achieved.**

The following are acceptable forms of proof of address:

- Recent bank statement (dated within the last 3 months)
- Household utility bill (electricity, gas, water, dated within the last 3 months)
- Council Tax bill
- Official letter from the benefits agency/ HMRC
- National Insurance letter
- NHS card or letter of confirmation from your GP practice
- A rental agreement/mortgage statement for your current residence

We understand some applicants may not have the proof of address in their own name, due to for example living with parents/carers. In this instance you can supply documents that confirm you are linked to your parent/carer and live with them i.e. Birth/adoption certificate and council tax letter.

**_If you require any assistance in viewing or accessing this opportunity, please contact _**
**_ or call 020-8921-8977_**

**Advert Close**: All vacancies close at midnight unless otherwise stated.

**Interview Arrangements**: During this time, our priority for all of our recruitment activity is to make sure our applicants, hiring departments and new starters are informed, safe and supported. Careful and thorough consideration will be given to interview arrangements and for any essential in-person recruitment, we will ensure this is held in a suitable, secure setting with additional arrangements to ensure any current safety requirements are fully adhered to.

**Salary**: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

**Apprenticeship Royal Greenwich Residency Requirement**:

- *Open to children 16 to 18 years who are looked after and have been for more than 13 weeks (which does not need to be all one period); AND
- *Open to care leavers who can be young people aged between 16 and 24 years (to 25th birthday) who were looked after