Customer Service Apprentice

1 week ago

Islington, Greater London, United Kingdom Islington Council Full time
Do you enjoy working with people and the public?

Do you have a keen eye for detail and interested in problem solving?

If so then read on

Islington Council offers a wide range of high-quality apprenticeships. Or apprenticeships combine working in a great job, with training, development, and a competitive salary. You will be given dedicated time in your working week to focus on your studies.

You will also have access to a network of colleagues from within the organisation and tutors to support your learning.


The Customer Service apprenticeship consists of a 18 month opportunity to learn and to provide support to the Access Islington team.

We are responsible Islington Council's front door, call and service centre and the central point of contact for the Council's residents.


You will gain an understanding of the work of the team and will work in a supported learning environment whilst working towards a nationally recognised Level 2 Customer Service apprenticeship.


  • Be aged 16 or above and
  • Be an Islington resident or
  • Islington care leaver or
  • Islington school leaver in the last 12 months or
  • Be connected to Islington through completion of studies in the last 2 years (at any level) at an Islington based educational institution
You will also need to satisfy the following course entry requirements:

  • Pass the course entry tests for example in Maths and English
The Job -Working as a Customer Service Apprentice for the Council you will:

  • Respond to customer enquiries via phone and in person
  • Assist with data collection
  • Use various software to carry duties including Word, Excel and our internal systems as necessary. Training will be provided.

Training and Development -As part of your role you will:

  • Complete a Level 2 Customer Service Practitioner apprenticeshipqualification.
  • Study Maths and English if you have not already achieved a GCSE or Level 2 equivalent.
  • Participate in the Councils apprenticeship network and various development activities.
  • Have access to a buddy/mentor.


If you would like to find out more, join our insight session on Friday 30 June 2023 at Application guidance, hints and tips will be provided, including the opportunity to hear from our ex-apprentices.

Please register your details by clicking here.

Working in Islington Council

We appreciate and value our employees and recognise the importance of a motivated and supported workforce.

We offer excellent benefits such as:

  • Up to 31 days leave per year (increasing to 36 days after five years of local government service)
  • 35hour working week
  • A range of flexible working arrangements
  • Excellent pension scheme
  • Competitive pay and a commitment to paying all staff including apprentices a minimum of the London Living Wage
  • Annual season ticket loan
  • Cycle to Work scheme and discounted gym memberships
  • Payroll giving
  • Personal computer incentive scheme
  • Local discounts from restaurants, shops, health and beauty therapists, and more


After you have successfully completed your apprenticeship, you will have gained valuable workplace experience and attained your level 2 qualification.

This will improve your chances of finding work within the Council, with other employers or help you move on to a higher-level apprenticeship.

Key Responsibilities

  • Undertake a development programme leading to a Level 2 Customer Service qualification.
  • Use the dedicated time given to complete studies and coursework.
  • Actively participate in your own development. This includes carrying out duties of your role and completing coursework within agreed deadlines.

4.

With supervision to develop skills and experience in:

  • Islington Services knowledge -advising residents on a range of council services
  • Local Government processes and best practice supporting residents and giving accurate high quality responses
  • Team Working attending team meetings and providing updates
  • Communication skillsLiaising with residents via the phone, in writing and in person
  • Systems and Resources
  • Key office and administration skills including data input postal collection
  • Problemsolving to provide advice and support to residents or gain support where needed
  • Support the team to undertake actions to respond to residents' requests
  • Constructively take part in meetings, supervision, seminars, and other events designed to improve communication.
  • Use information technology systems to carry out duties in the most efficient and effective manner.
  • Achieve personal performance targets, as agreed by your line manager.
  • Carry out duties and responsibilities in accordance with the Council's customer care standards.
  • Be committed to the Council's ambitions and CARE values (see above).
  • Undertake other duties compatible with your learning and development as required.

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