Apprentice Customer Service Adviser

Summary

Warwick District Council is looking for an Apprentice to join the Customer Service Team. The apprenticeship is designed to develop the necessary skills and aptitude to progress into further employment and gain an accredited qualification.

Wage

£15,194 a year

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Training course

Customer service specialist (level 3)

Hours

Working hours to be agreed with line manager.

37 hours a week

Start date

Sunday 1 June 2025

Duration

1 year 6 months

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

You will resolve customer enquiries by telephone and face to face.
You will record information on the relevant systems detailing the nature of the enquiry.
You will update and amend systems as appropriate so that, wherever possible, the enquiry is resolved at the first point of contact.

Where you’ll work

Royal Pump Rooms
Parade
Leamington Spa
CV32 4AA

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

HEART OF ENGLAND TRAINING LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

English (grade 4 or above)
Maths (grade 4 or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Number skills
Logical
Team working
Initiative
Non judgemental
Patience
Willingness to learn
Commitment to customer care
Adapability

About this company

The district council headquarters are in Warwick and Leamington Spa. It employs more than 500 people. The district council deal with issues such as waste management, the collection of council tax, planning/building regulations, council housing and council house repairs. The district was created on 1 April 1974, by a merger of the former Leamington Spa and Warwick municipal boroughs, the Kenilworth urban district and the Warwick Rural District.

Company benefits

Bupa Cashplan Scheme, Local Government Pension Scheme, Up To 32 Days Annual Leave, Work Perks Scheme.

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Potential to progress to the next level of an apprenticeship.
Look to secure employment.

Ask a question

The contact for this apprenticeship is: