The Burys, Godalming, Surrey, GU7 1HR

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1 Job Description : Apprentice - Housing Waverley is an ambitious authority, committed to being one of the leading Councils in the country at a time of major change by developing a high performing, highly engaged staff team to share the organisation s values and deliver our corporate objectives. JOB DESCRPTON Job title: Service: Team: Location: Reporting to: Responsible for: Apprentice - Housing Housing Various The Burys, Godalming, Surrey, GU7 1HR TBC N/A OUR ORGANSATONAL VALUES Openness Excellence Fairness Team Work Taking Ownership n Waverley we value openness and honesty where communication is clear and constructive and actions are transparent. n Waverley we value excellence, working in a consistent and professional way to achieve the highest standards possible, taking the time to recognise and celebrate success. n Waverley we value fairness and respect, working with integrity to ensure that everyone is treated well and has equal access to the opportunities available. n Waverley we value team work and collaboration, with approachable staff actively contributing to our shared corporate goals. n Waverley we value taking ownership, where everyone feels personally committed to issues at hand and is working towards a positive outcome. PRNCPAL PURPOSE OF THE ROLE To be part of a high performing team, providing administrative support. To learn about how a Council operates and contribute to the day-to-day work of the team. To complete a diploma in Business Administration. To develop customer service skills through communicating with colleagues and residents. 1 P a g e

2 MAN DUTES AND ACCOUNTABLTES Handle enquiries from internal and external customers via , over the telephone and face to face. Communicate with external customers to work collaboratively with partnering organisations. Update and maintain systems and spreadsheets in order to ensure smooth running of the day-to-day work of the team. Provide administrative support to the team, such as scanning, printing and filing documents and data entry. Monitor inboxes as required to ensure all queries from internal and external stakeholders are dealt with appropriately. Health and Safety Comply with all Health and safety legislation for your area of work, ensuring that risks are identified, managed and monitored as required.comply with all Health and safety legislation for your area of work, ensuring that risks are identified, managed and monitored as required. DMENSONS OF THE ROLE Take ownership of own workload, queries and service requests. Provide a high level of customer service. Place orders within Orchard Property Management System. DEVELOPMENT (WHAT YOU CAN EXPECT TO LEARN AND WHAT S EXPECTED OF YOU N THE COURSE OF YOUR APPRENTCESHP) What you can expect from Waverley What Waverley expects of you 3 Months To receive an introduction To participate in Apprenticeship to and training in your role. nduction. To be part of a supportive To participate in Council nduction. environment. To show commitment to the To be given training in relevant T systems. To be attentive, listen carefully To receive dedicated time set and ask questions when you are unsure. nclusion in team discussions/meetings. 6 Months To learn how to respond to a basic level of customer enquiries. To deal with customers in a polite, friendly, helpful and respectful manner. To receive dedicated time set To show commitment to the Develop work relationships and contact with other apprentices and colleagues delivering services. 2 P a g e

3 12 Months To receive dedicated time set 18 Months Assistance with developing your CV and support with applications for positions both internal and external to the Council. To show commitment to the Fully deliver dimensions of the role as a team member. Completion of the To receive dedicated time set CUSTOMERS AND CONTACTS NTERNAL Waverley Borough Council colleagues/teams EXTERNAL Councillors Partner organisations Members of the public SERVCE/TEAM STRUCTURE Rent Accounts Manager 5x Rent Account Officers Welfare Benefit Officer Rent Systems Administrator Recharge Collection Officer 3 P a g e

4 PERSON SPECFCATON Candidates must be able to fully demonstrate all essential criteria within their application form to be shortlisted for this role. PERSON SPECFCATON ESSENTAL CRTERA HOW ASSESSED DESRABLE CRTERA HOW ASSESSED QUALFCATONS/ EDUCATON / TRANNG / EXPERENCE Basic literacy and numeracy skills. A/ Maths, English and T GCSE (or equivalent). A//C KNOWLEDGE /TECHNCAL SKLLS COMMUNCATON CUSTOMER SERVCE Positive attitude when asked to complete tasks. Good listening skills. Able to understand others points of view. Prompt in responding to inquiries. Friendly and helpful. Able to accurately record customers requests. Good understanding of Microsoft Office (e.g. Word, Excel, Outlook, Powerpoint). Experience of using a range of different communication styles in a voluntary or paid job (e.g. face-to-face, telephone, e- mail, letter). Experience of paid or voluntary work dealing with customers (e.g. as a receptionist, in a shop, bar or restaurant). Motivated to help resolve customers problems. Understanding of and commitment to promoting equality and diversity in service delivery. TEAM WORKNG Works with other people to achieve shared goals. Deliver the work set. Treat everyone with respect. Experience of team working where you have achieved a shared goal (e.g. sports team competition, school project, Scouts/Guides badges etc). MANAGNG SELF AND OTHERS Reliable. Able to meet deadlines. Experience of achieving assignment deadlines or helping to arrange an event or activity that had 4 P a g e

5 CAN DO APPROACH / ACHEVNG RESULTS SPECAL REQUREMENTS Ability to follow written processes. Takes pride in work. Responds to changing needs and circumstances. Keen to learn and develop skills. For business continuity purposes you are required to have access to the internet at home via broadband on a PC, laptop or tablet. to run to time (e.g. school play/production, music event, school dance). Experience of making improvements to an existing project or starting something new (e.g. setting up a club or society or making changes to something in school or at work that has made something work better). A/ Full driving licence. A/ How assessed A = Application CV/Personal Statement C = Certificates/professional Registration D = DBS police check E = Exercise = nterview M = Medical assessment Disclosure and Barring Service Due to the nature of the work, this post involves a check on an individual s criminal background. The check is carried out through the Disclosure and Barring Service (DBS, previously CRB). Any offer of employment will be subject to receiving satisfactory clearance from the Disclosure and Barring Service. For Official Use only Job title: Apprentice - Housing Post no: AQ03 Service: Housing JE score: N/A Team: Various Pay band: Apprentice Location: The Burys Position type: Full time Godalming, (if part time, working 35 Hours/ Five day week Competencies: (level 1 4) REVEWED BY: CHECKED N: LAST UPDATED: Surrey GU7 1HR pattern) Communication: 1 Customer Service: 1 Team Working: 1 Managing Self and Others: 1 Can do approach/results 1 Hugh Wagstaff Employee Services this? Yasmine Makin 27/07/17 27/07/17 27/07/ P a g e