Apprentice Registration Service

Description

• Customer Service Centre
• Coroner’s Office
• Home Office
• General Register Office
• Hospital Medical Examiner Service
• Other Registration Officers

Duties

• Manage reception area in welcoming visitors to the office and deal quickly and effectively with their needs, including directing visitors to the correct area within the building. Provide first line advice and referrals to service users on queries across the service, ensuring advice given is accurate and consistent and tailored to the service users, adjusting responses appropriately as required to make sure routine or simple information or instruction is clearly communicated in a helpful manner.

• Deal pleasantly and assertively with all service users, whether face to face, on the telephone, via email or post, demonstrate an aptitude for dealing with a wide range of people and a desire to empathise and assist.

• Assist service users to use new Council services and processes.

• Responsible for collecting fees or other payments from visitors / service users, ensuring that accurate change and receipts are provided and keeping cash / tills under careful watch and ensuring they are not left unattended at any time. Process refunds where requested under management instruction.

• Work with speed and accuracy at all times, using information systems to manage data in response to service user queries, entering data into paper or electronic records as required; ensure accurate records are maintained.

• Accurately file documents, whether paper or electronic, according to the established filing systems on a regular basis, without allowing a build-up or backlog to develop and ensuring routine procedures are accurately and correctly followed at all times.

• Master a range of basic and complex facts, information and processes related to the service area in which you are working (adhere to strict confidentiality).Maintain up-to- date knowledge of the service area, and be proactively share knowledge with other colleagues in similar roles to ensure the best possible service is available to service users. Assist service users to use new Council services and processes.

• Show full commitment to prescribed learning.

• Manage administrative processes associated with registration work; indexing historical records related to birth/death/marriages and civil partnerships, manage logging incoming post, producing printed and handwritten duplicate certificates, printing declarations of births & entering inquests, responding to customer emails and answering telephone enquiries.

• Manage administrative process associated with Citizenship: maintain database and input, pre and post ceremony administration for citizenship ceremonies.

Essential criteria

• Committed to completing the apprenticeship qualification.

• Sensitive and able to respond appropriately to people who may display different emotions, e.g. distress or excitement.

• Able to remain confident, clear and firm, sticking to rules where necessary.

• Able to show excellent attention to detail

• A high level of written communication and customer service skills

• Punctual, organised and good time management skills.

Additional information

• Be 16+ years old and a Camden resident or Camden care leaver or a former Camden Secondary school student
• Have a real desire to work and learn and complete the apprenticeship qualification
• Have lived in the EU or UK for the last 3 years (except if you are an asylum seeker or refugee)
• NOT already have an NVQ level 2 (or higher) in Business Administration or Customer Service
• Not be attending any other school, Further Education or Higher Education institution
• If you do not already have Level 1 or 2 certificates in maths and English, be committed to working towards these as part of the apprenticeship.

• Some clients may display distress, e.g. if coming to register a stillbirth or death. You must be able to deal appropriately and empathetically with situations like this.
• You must be able to stick to the law and have the confidence to explain this to customers diplomatically, even in cases where they object.
• You will be encouraged to use your initiative to complete certain tasks, often without supervision.
• You must demonstrate excellent attention to detail as you will be dealing with legal documents where accuracy is of the utmost importance, as well as maintaining confidentiality at all times.

How to apply

1. If you have not done so already, please register with us on this portal before you proceed

2. Please ensure you have uploaded your tailored CV before attempting to apply

3. If you have not completed the additional questions previously, you will be prompted to do so before you can proceed. You will only need to complete these questions once.

4. Select ‘apply’ and complete the personal statement section. Please use this section to tell us why you have applied and how your skills make this role suitable for you. Recommended word count: 150 words