Finance and Commercial Servies - Customer Services Practitioner Level 2 (Apprenticeship) **External**

Wakefield, Leeds, Bradford, Halifax
National Minimum Apprenticeship wage
THE FOLLOWING VACANCY HAS BEEN ADVERTISED EXTERNALLY

Finance and Commercial Services
Customer Services Practitioner Apprenticeship Level 2
Fixed Term Contract – 13 Months

An opportunity has arisen for eight positive and enthusiastic individuals to join the West Yorkshire Police’s thriving Finance and Commercial Services Department to undertake a Customer Service Apprenticeship.

Through both office and college based training you will learn, develop and enhance your understanding of all aspects of customer liaison including the provision of a financial and administrative service, problem solving, decision making and communication techniques.

You will also gain an appreciation of the Force’s internal computer systems and be able to apply your newly developed skills and abilities to provide a first class financial and administrative service in support of the communities West Yorkshire Police serves.

Apprenticeship Summary

Duration

Apprentices will be required to undertake the Level 2 Customer Services Practitioner Apprenticeship Standard and the apprenticeship training will last for a minimum of 12 months.

Entry Requirements

Apprentices will be required to have or achieve Level 1 English and Maths and to have taken Level 2 English and Maths tests prior to completion of their Apprenticeship.

Salary

Apprentices will be paid the National Minimum Apprenticeship wage for the duration of the apprenticeship training period

Working Week

Monday to Friday – 37 hours per week.

Apprentices will be required to attend at Kirklees College, Huddersfield, one day per week to complete their apprenticeship training (travel expenses for the training will be payable).

Locations

• Kirklees and Wakefield Districts – Wakefield District Headquarters, Havertop Lane, Normanton

• Leeds District – Leeds District Headquarters, Elland Road Police Station, Leeds

• Bradford and Calderdale Districts - Trafalgar House Police Station, Nelson Street, Bradford (with some duties on occasion being undertaken at Halifax Police Station, Richmond Close, Halifax)

• Central Support Services – Force Headquarters Complex, Laburnum Road, Wakefield

• Finance Department – Force Headquarters Complex, Laburnum Road, Wakefield

• Protective Services Operations – Carr Gate, Bradford Road, Wakefield

• Regional Scientific Support Services - Calder Park, Peel Avenue, Wakefield

• Protective Services Crime – Wakefield


During the course of the apprenticeship Training programme with West Yorkshire Police you will:

• Gain an understanding of Force systems used within the Finance and Commercial Services Department in order to meet the needs of our customers and appreciate what tools can be deployed to measure customer confidence and satisfaction.

• Gain an understanding of the differences between internal and external customers to the organisation.

• Gain an understanding of who the apprentice’s customers (both internal and external) are whilst working within the Finance and Commercial Services department and also the Organisation’s customers as a whole.

• Gain an understanding of what the purpose of customer service is and recognise the different needs, priorities and expectations of the customers we serve including those customers who are protected by the equality act.

• Gain an understanding of how customer service affects the success and reputation of the Organisation and appreciate how we must adapt our service approach to meet the needs and expectations of customers.

• Learn, develop and utilise customer service techniques and interpersonal skills in order to deal with challenges made by customers in a calm and rational manner to eradicate conflict within the workplace.

• Gain an understanding of the Force’s regulations and also the department’s regulations and recognise and appreciate the need why the Force operates within strict policies, processes and guidelines (including health and safety legislation and the Health and Safety at work act).

• Gain a comprehensive understanding of the purpose of the Organisation and its core values/brand and act in a way that upholds these core values.

• Gain an understanding of and be able to recognise the part the Apprentice plays within the Chief Constable’s ‘People Ambition’ in order to deliver a professional service. (The People Ambition should underpin staffs every action)

• Gain a sound understanding of your role within the organisation, paying heed to the policies including dress and deportment and understand how your actions (both verbal and non-verbal) impact upon others.

Desired Skills/Personal Qualities

We will be looking to you to:

• Apply a positive and enthusiastic attitude in your work and to become experienced in both active listening and questioning skills and the use of clear communication to build rapport with customers and to promote positive engagement and service delivery.

• Display calmness, patience and empathy whilst identifying the customer’s needs to ensure you become equipped to behave responsibly whilst recognising and managing customer expectation in order to deliver excellent customer service within a timely manner, both face to face, over the telephone and through the written word.

• Agree to and comply with deadlines where necessary using tools and techniques to monitor progress.

• Communicate constantly with your team to develop professional working relationships within the team and across teams and build rapport with customers to meet the objectives of the department.

• Identify ways to gain feedback from colleagues and be open to the feedback they impart in order to grow, develop and prosper during the Apprenticeship Programme to ensure customer satisfaction.

• Understand etiquette, including data protection.

The application process will close at 23:55 hours on 14 December 2018.

For further information and enquiries regarding this apprenticeship scheme, please email: catherine.mawson@westyorkshire.pnn.police.uk

To Apply

Please email your CV to catherine.mawson@westyorkshire.pnn.police.uk by 18 December 2018.

West Yorkshire Police is committed to improving the diversity of its workforce to better reflect the diverse communities we serve. We welcome applications from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010.
No Shift Allowance

This opportunity is closed to applications.