Customer Services Apprentice - Eastleigh Borough Council

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Job Summary

Location: Eastleigh SO50 9YN
Salary per week: £191.00
Working hours: Monday - Friday 08:30 - 17:00 (37 hours per week)
Applications in by: 13/09/2019
Interview Date: 17/09/2019
Job Code: ED32031

Do like talking to people and being part of a great team? We have a fantastic opportunity for a pro-active and adaptable individual who would enjoy working in a varied and fast paced role supporting residents, businesses and visitors with a wide range of council services.

Local Government Authority.

Click to learn more about Eastleigh Borough Council

Duties will include:

To be successful in this 15-month apprenticeship you will need to be committed to achieving your apprenticeship qualification and take ownership for your own learning and development. You will be driven to provide a high standard of care to all of our customers through various channels. You will be fully supported in this role and we will help you to develop a wide range of essential business skills including prioritising and communication skills.

This is a front-line role which involves assisting customers across web-chat, email and digital self-service as well as the more traditional methods of telephone and face-to-face. As an Apprentice Customer Service Officer you will learn how to assist people to access a wide range of council services. You will be able to demonstrate a passion for providing great customer care and be keen to work in a customer facing environment.

  • Working collaboratively with colleagues and customers to improve customer service and highlight opportunities for improving customer service.
  • Offering a helpful and supportive approach to colleagues and develop good working relationships.
  • Ensuring work meets the required performance standards.
  • Keeping information systems and records up to date and accurate.
  • Liaising with other departments as required.
  • Attend training courses and development exercises as set out in your training and development plan, to enhance personal skills and professional development.
  • Offering a helpful approach to dealing with service requests.
  • Having an awareness of the council’s policies.

Other Information:

  • You will be dealing with people with various queries, in a busy environment.
  • You will attend PETA’s training centre regularly for taught lessons whilst also receiving on the job training through shadowing and practical working.
  • There will also be the opportunity for in-house and external training as offered throughout the council.

Skills required:

  • You must be able to demonstrate good listening skills and a good standard of written and verbal communication skills.
  • Ability to quickly learn new systems.
  • You should have strong IT skills and the ability to pick up new systems quickly.
  • You will also need the ability to analyse information, be detailed and accurate in your work and have good written and verbal communication skills.
  • Can quickly recognise issues from information provided.
  • Willingness to ask for support and advice from colleagues.
  • Good standard of numeracy, oral and written communication skills.

Personal qualities:

  • You will have a strong commitment to high standards and be willing to help colleagues and customers alike.
  • You will be a self-starter willing to ask lots of questions with a desire to learn and achieve.
  • You will be the face of the council so high self-awareness is important.
  • Good work ethic and naturally motivated to do well
  • Willingness to learn new systems of work
  • Contributes towards an environment of mutual respect and has an awareness of the impact of own behaviour.
  • Learns from experience.
  • Follows the timetable set up by supervisors and keeps supervisors informed of progress.
  • Listens, questions and clarifies information and instructions.

Qualifications required:

  • 5 GCSE’s or equivalent at grade A*-C (Grade 9 to 4) including English and Maths


  • 20 days annual leave plus 8 days Bank holiday allowance

Future Prospects:

  • If a vacancy is available at the end of the apprentice’s fixed term contract, they will be able to apply for this once they have completed the Customer Service Level 2 Apprenticeship standard.

Application questions:

  • Tell us about a time when you have provided excellent customer services (max 200 words)
  • Why do you think good customer service is important for Eastleigh Borough Council? (max 100 words)

Applications in by: 13/09/2019
Interview Date: 17/09/2019
Job Code: ED32031

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