Business Operations Apprentice at The ITP · City of…

Job Description – Business Operations Apprentice

TheOpportunity

Our client is recruiting for a BusinessOperations Apprentice to join their team in London.

The Level 3 Business Administration apprenticeship programme that we are offering**,** will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!

The Position

Job Title:

Business Operations Apprentice

Apprenticeship Course:

Level 3 Business Administration

Apprenticeship Duration:

18 months

• Assessment

Location:

London, EC2A

Working Hours:

Monday to Friday 9:00 – 5pm

Salary:

£25,000 + 10% Annual Incentive Plan

Role

· Provide In Country Admin support for Lawful intercept support on request from Law Enforcement Authorities (Police)

· Act as the Admin interface for voice and Data interceptions, non-technical, Information requests

Support to the management for all regulatory aspects that could concern processes and/or systems.

PrincipalDuties and Responsibilities

To work with the Regulatory teams as a support function, taking responsibility to assist in answering information requests from the authorities, and too processes Billing and postal related activities, whilst owning the co-ordination and management of activities assigned to other teams and or departments (i.e. liaising with technical function and Police team)

· fulfill a certain number of administrative tasks related to Police investigations for example:

•    lawful
  

interception reporting

•    Voice traffic data
  

collection

•    Customer data
  

gathering and providing request to appropriate audience

•    IP, DNS, web
  

filtering as required from external parties and follow up on the billing activity.

Management of Administration activities (non-technical) or Police related activities requests, in terms of:

•    file
  

reception from Police; Administrative duties related to Police,

•    request
  

processing either directly or through assignment to Area Voice, Area Data or Legal Office. If the request is related to call interception, website filtering Police request) or service interruption;

•    request
  

processing to other office to be defined or as defined by the management and related to judicial requests

•    response
  

submission to Police; And follow up on billing

•    Participation
  

in Audit activity, Internal and external

•    invoicing
  

to Police, Internal reporting

· Deal with complaints in external communication towards the requesting authority by liaising with internal departments

· Ensure that you can articulate the company and its strategy

· To understand and ensure you live our values

· Willing to learn new technologies and new skills * on job training + Enhanced GDPR Training

Experience

· Ability to control and co-ordinate technical situations in a calm and professional manner.

· Fluent in English written and spoken, an additional language is an advantage.

· Is used to working under time constraints and towards a set of objectives, deadlines and providing constructive feedback

· Good working knowledge on MS office package (Excel, Word)

· Has a 1+ years’ experience in supporting Customers

· Enhanced background screening is mandatory (UK SV)

· Operational Discretion due to sensitivity of requests, verifiable referees will be required

Values (2013)

Expected Behaviours

Customer – how we behave

We deliver an exceptional customer experience every time

· Understands what ‘service’ must be provided to customers and delivers this flawlessly.

· Follows through on customer enquiries, requests or complaints – making sure that the customer has received a response even if not responding in person.

· Seeks out all available customer service / performance data and takes action to resolve issues.

· Proactively reviews own workload to make sure that work which impacts on customer experience is a priority – discusses issues with manager and agrees how to resolve.

· Actively builds relationships with customers to understand their views on the service provided – shares these views with others so performance can be improved.

· Reviews working methods regularly to identify ways of improving customer experience – makes recommendations on what improvement can be made and owns delivery of agreed action plan and outcomes.

Ownership – how we behave

We take ownership of our actions and our company’s commitments

· Keeps all promises they make, always delivers to agreed deadlines.

· Hands over work that is complete, accurate and of high quality so that no re-work or questioning is required which slows our ability to deliver.

· Drives action to improve the way they work and the outcomes they deliver, working with their manager and colPolicegues to resolve issues / make change but always retaining responsibility for seeing things through to resolution.

· Demonstrates initiative by taking on tasks/activities that benefit the customer, business or team without needing to be asked or asking permission.

· Regularly checks with other areas of the business that they and their team are delivering on their part of any activity and works with them to resolve issues and ensure flawless delivery.

· Regularly reviews spend and finds opportunities to drive down the cost or improve the return on investment of their/their team’s activities.

· Takes ownership for understanding what is expected of them / their team and ensures it is delivered.

Policedership – how we behave

We demonstrate Policedership, always striving to be the best at whatever we do

· Drives own personal development to gain the right skills to be able to do their job well.

· Models’ honesty, openness, integrity and ethical behaviour.

· Regularly seeks feedback on individual and team performance – uses this to drive personal development.

· Constantly looks for ways in which they can add more value to the business, raises these with their manager and implements agreed actions.

· Looks at industry best practice and current trends/innovations for their role and applies these to maintain a position as a market Policeder at whatever they do – sharing what’s worked and what hasn’t (and why) with others who hold similar roles.

· Understands cultural differences and factors and uses understanding to ensure things get done.

Teamwork – how we behave

We put teamwork at the heart of our business,

working with others to achieve success

· Gets to know the team members personally (regardless of where they work) and uses knowledge of others to build a higher performing team.

· Attempts to resolve conflict within the team – via face to face or telephone conversations with those involved – to improve overall performance.

· Praises the work of other publicly to motivate them to do more.

· Proactively asks for other team member’s views and opinions and uses inputs to improve work.

· Looks for areas where relationships between the team and its customers are not working and makes well-considered recommendations on how to improve these – implements agreed actions.

Eligibility Criteria Individuals must have a valid and eligible residency status to apply for this role.

About ITP We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.

If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage.

The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.

Safeguarding and Values Commitment

The ITP is committed to safeguarding and promoting the welfare of learners and expects all staff and volunteers to share this commitment. Successful appointment to this role will require satisfactory completion of recruitment checks.

At the ITP, we are fully committed to safeguarding and promoting the welfare of all learners and creating a safe, inclusive, and respectful workplace. We expect every team member to:

• Uphold and champion our values, code of conduct, and safeguarding principles.
• Take personal responsibility for understanding and adhering to all safeguarding procedures and policies.
• Promote a culture of safety and wellbeing through a proactive “do no harm” approach.
• Recognise and act on their responsibility in supporting, strengthening, and enforcing safeguarding practices across all areas of work.
• Understand and meet any role-specific safeguarding duties — including, in this position, actively identifying and reporting concerns, engaging in relevant training, and modelling safe and inclusive behaviours in all apprentice interactions.

At the ITP, our company culture is important to us, and all employees and consultants are expected to operate in line with our values:

· We change lives - We strive to make a difference for our apprentices, clients, members, ourselves, and our team on a daily basis. We push for diversity and inclusion in our industry by challenging perceptions. We embrace individuality. We believe that everyone is equally important.

· We are genuine and honest - We breed trust amongst clients, apprentices, members, and the team. We take responsibility for our words, actions, and results. We are human. We encourage one another through honesty and transparency.

· We are innovative and unique - We are empowered by innovation. We strive to make the impossible, possible. We are proud to be the only organisation of our kind, of who we are and how we got here.

· We are Personable - We remind ourselves what it’s like to be in others shoes. We have authentic conversations; we are real and so are our relationships.

· We are stronger united - We share our knowledge and experiences. We celebrate one another on our achievements. We value and encourage one another because we win or lose as a team.