Customer Service Apprentice

What the candidate will be doing on a day-to-day basis

Working in a face-to-face Information Centre and taking telephone calls in the Contact Centre

Helping customers with enquiries over the telephone, face-to-face, by social media or email.

Customer enquiries are a wide range of council services including applications for services such as older persons' bus passes, receiving documents of evidence, taking payments, reporting issues such as missed bins, etc.

Helping customers to access council services online.

The role will involve using various computer software and systems; the telephone system, customer relationship management system, Fix My Street, bus pass system, the payment system, etc. and using the photocopier/scanner

Background on department

The Customer Experience team is passionate about delivering the BEST service to customers. We aim to resolve enquiries at the first point of contact, engage with customers for successful outcomes, connect people with what they need and help customers to help themselves. We achieved this via a network of 6 offices which customers can visit for face-to-face interactions and a contact center which is the first point of telephone contact for the Council.

Type of person we are looking for

We are looking for an enthusiastic individual who loves helping others and wants to learn and expand their knowledge and skills through hands-on experience.

Maths and English GCSE (or Equivalent) at Grade 3/D or above

We have some outstanding benefits to offer you, including:

• -26 days annual leave plus public/bank holidays


• -Automatic enrolment into the Local Government Pension Scheme

-Flexi scheme (if applicable) - up to 2 days flexible leave available per month (pro rata for part-time employees)
-Local government discount schemes available to all employees with offers at local businesses along with various national brands
-Commitment to work/life balance offering flexibility through various schemes including job sharing, flexible working, term-time only, and compressed hours
-A range of salary sacrifice schemes are available

• Staff networks - run by staff, for staff, providing opportunities for peer networking, mutual support, staff development e.g. Apprenticeship, Armed Forces, ASD, Enable (disability), LGBT+, Menopause, Mental Wellbeing, Racial Equality