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Customer Experience Apprentice

Cheshire West and Chester Council

LOCATION
📍 Berkshire
PAY
💶 £24,796 a year
HOURS
⏰ 37 hours per week hrs/week
DURATION
📅 1 Year
APPLY BY
SECTOR
Sales, marketing and procurement

Employer information

Requirements

Apprenticeship Standard: Customer service practitioner (level 2) (Level 2) Desired skills: Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience

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About this apprenticeship

What Your Apprenticeship Will Look Like
This apprenticeship is designed to give you a real understanding of how we support our customers, while helping you build confidence, skills and experience in a supportive environment.
You’ll be part of our Customer Services team from day one, with a dedicated manager and support network to guide you throughout your journey.
Learn Across Different Areas.
During your apprenticeship, you won’t just do one type of work.
Instead, you’ll gradually gain experience across different parts of the Customer Team, including Customer Services, Customer Relations, Customer Experience, and Data and Continuous Improvement — helping you build a broad set of skills and discover what you enjoy most.
You’ll get the chance to:

Speak to customers and help resolve everyday queries
Support with more complex enquiries as your apprenticeship grows
Get involved in improving how we deliver our services
Learn how we use data to understand and improve customer experience

Responsibilities the Apprentice will with appropriate support and supervision…

To provide information, advice and services to residents on behalf of Cheshire West & Chester Council
To efficiently and effectively use information technology, including a Customer Relationship Management system, MS Office applications, call centre technology and the internet, as well as shape its development in order to record and maintain an electronic record of customer details and their service requests
To provide information and advice on services of the council, external agencies and organisations
To take responsibility for resolving queries or completing action arising from customer enquiries to act as an advocate on behalf of the customer
To work as part of the Customer Services Team to provide a cohesive service to the customer
Flexible approach to working arrangements, including shift work between 8am and 7pm

Training

An apprenticeship includes regular training with a college or other training organisation
At least 20% of your working hours will be spent training or studying on employer sites or via Microsoft Teams
Delivery is to be discussed with the training provider and the hiring manager must suit operational needs

What you could go on to do

On successful completion of the apprenticeship, the post holder will progress to the substantive post of Customer Services Representative. 

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