Purpose of the Post
•Receive work-based experiences and support to complete an apprenticeship and gain qualifications in Administration and Business.
•Providing information and support to the Business Unit including dealing with staff, customers and the Welsh Government in a professional manner including any queries and complaints in a polite and courteous manner
•Assist the Business Unit in its functions to including financial management, Audit, performance management, commercial contracts, third party claims, streetworks, business planning, health and safety, customer services, office management, integrated project management systems, communication and quality assurance.
•Assisting as part of a team and providing a professional services to it’s customers.
•Understanding how the Trunk Road Agent systems operate. 
 
Responsibility. e.g. staff, budgets, equipment
None 
 
Main Duties 
Overview
The Business Unit provides essential support functions for all the Agency's operations including financial management, Audit, performance management, commercial contracts, third party claims, streetworks, business planning, health and safety, customer services, office management, integrated project management systems, communication and quality assurance.
Each apprentice should demonstrate the following: 
1.Appropriate behaviour and attitude
2.Commitment to work
3.Contribute towards results 
4.Working as part of a team
5.Communicating with confidence
6.Commitment to learning
7.An awareness of what is required to work for the Council
Here’s an overview of the main duties of the post:
General
1.Provide a high quality customer service by dealing with correspondence, telephone enquiries and people who drop-in, as appropriate. 
2.Ensure that the information and data of the Trunk Road Agent and Customers is kept securely and confidentially. 
3.Ensure awareness of the Trunk Road Agents system 
4.Ensure accurate knowledge of relevant legislations. 
5.Work in a flexible manner. 
6.Work in a caring and sensitive manner. 
7.Assist with monitoring the quality of the service. 
8.Improve customer satisfaction and service provision; contribute ideas for the development and promotion of the Trunk Road Agent. 
9.Learn and share information with colleagues, work as part of a team, and support colleagues.
Advice and Guidance
1.Deal with enquiries received from a variety of different methods and provide relevant information.
2.Deal with, prioritise and resolve enquiries. 
3.Provide information and assistance across the comprehensive range of the Trunk Road Agent services using different types of communication. 
4.Provide an end to end Service.
5.Ensure that progress is made with tasks given by the Trunk Road Agent whilst following the necessary processes.
6.Ensure that enquiries are prioritised and given appropriate attention 
7.Maintain any accurate records.
Business Unit
in this field you will get experience of the full range of the Business Unit's work including: 
1.Learning about the Agency's Financial processes including processing payments, contributing to reporting on the Agency's performance data. 
2.An opportunity to develop analytical skills by using Excel and PowerBI, introduction to Information Management Legislation and data processes. 
3.Understand a variety of the Agency's essential systems e.g. IRIS/TRAFIS/CRM.
4.Learn how to recover costs that derive from damage by a third party to WG property on the Trunk Road Network, assist in the development control system, 
5.Understand how to deal with the risks that arise from hazardous trees, 
6.Wide understanding of the TENSOR system (staff time management system), how to record working hours and staff illness,
7.Understand the arrangements and methodology of internal audit 
8.Operation of human resources arrangements 
9.An opportunity to learn about the Gwynedd Training (MODS) system, 
10.Deal with customers on the phone and via e-mail - input information onto the Welsh Government system (IRIS PEM). 
11.An opportunity to understand processes and experience of Streetworks service. 
12.An opportunity to understand internal and external procurement processes that include, E-tendr Wales and the management of different types of contracts.
13.To undertake any other duties that is commensurate with the salary and responsibility to the level of the post.
Special Circumstances . e.g. the need to work unsociable hours, special working arrangements etc.
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