Apprentice Customer Service Advisor Sevenoaks District Council

Customer Service Advisor position - Dealing with customer phone call enquiries about all of the Council’s services, booking and reporting services, taking payments, providing advice and assistance to our residents and working as part of a team in a Contact Centre environment.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Aug 2017

Apprenticeship summary

  • Weekly wage


    Wages explained

    The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year.
    Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year.
    The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over.
    Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

  • Working week

    Monday – Thursday: 8.30am – 5.00pm Friday 8.30am – 4.45pm Our phone lines open at 8.45am sharp, you will be required to be at your desk at 8.30am to ensure readiness for 8.45am

    Total hours per week: 37.00

  • Apprenticeship duration

    53 weeks

  • Possible start date

    11 Sep 2017

  • Date posted

    22 May 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    2 available

The employer has asked that you do not contact them directly. Doing so could jeoparside your application.

If you do not meet the criteria for this position, your application will not be considered.

To provide an efficient and professional service to our Customers within the Customer Service Contact Centre.

Key activities:

  • To work as part of a team competent in answering to complete resolution, customer queries and questions on council’s wide issues, using the CRM (customer relationship management system) and related systems, striving for excellence in customer care.
  • Answering the telephone.
  • Dealing with internal and external customers.
  • Recording information on the PC.
  • Adding information to our database.
  • To positively and actively support the Contact Centre Team Leader in all aspects of the daily running of Customer Services.
  • To have a flexible and proactive approach to new tasks that the team may take on.
  • To participate in any relevant training for the duties of this post and to achieve the key objectives of the Council.
  • To comply with standard employee Health & Safety at Work responsibilities.
  • To comply with the Council’s Equal Opportunities policy.
  • To comply with the requirements of the Data Protection and Freedom of Information Acts.

Requirements and prospects

Desired skills

  • Good standard of English, both written and spoken
  • Good basic IT knowledge
  • Good typing skills
  • Good customer service skills
  • Team Player
  • Attention to detail
  • Shows initiative
  • Problem solving

Personal qualities

  • Presentable
  • Outgoing
  • Confident
  • Punctual
  • Organised
  • Tolerance & Respect for others

Qualifications required

A*- C GCSE Grades in English and Maths or equivalents.

Future prospects

• Potential for full time employment for the right candidate. • There are opportunities to progress from a Level 2 to a Level 3 qualification • Many employers retain apprentices in full/part time positions • The Qualifications you gain can also help you to get into higher education or other employment • Being an apprentice gives you the opportunity to gain a recognised qualification and developing professional skills whilst earning a salary, inside some of Kent’s best companies. Once the Apprenticeship has been achieved you will have the skills, abilities and experience to update and enhance your CV, to make it attractive to potential employers.

Things to consider

We will be interviewing candidates who meet the criteria as they apply and will recruit after a successful interview which may be before the closing date. You will be responsible for your travel expenses to and from your place of work. Therefore, you must have the means to get to your place of work on a daily basis whilst awaiting for your first wages to be paid. The Apprenticeship National Minimum Wage (ANMW): From April 2017 the ANMW was set at £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.

About the employer

Sevenoaks District Council is the local authority for the Sevenoaks District. We provide services for our residents including: Refuse collections, Council Tax & Benefits, Licensing, Environmental Health, Planning & Building Control, Housing Services, Communities & Business Services, Parking Services, Electoral Services plus many more.


Sevenoaks District Council


Council Offices

Argyle Road


TN13 1HG

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Training provider

On-the-job training with the employer whilst working towards the Apprenticeship Framework - consisting of the Intermediate NVQ Level 2, Personal Learning and Thinking Skills (PLTS) and the Employment Rights and Responsibilities (ERR) Workbook.

It may be necessary for you to complete Functional Skills in Maths, English and ICT – subject to previous achieved grades.

Regular work based assessments/observations carried out by Kent Training & Apprenticeships Tutor Assessor, to determine competency and meet with Awarding Body standards.

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Kent Training & Apprenticeships


Kent Training and Apprenticeships Business Support Team 0800 731 4297 KT&

Employer's Application Instructions

This employer has requested all applicants to apply through Kent Training and Apprenticeships online application system – Therefore, to apply for this position, please click on the link below and follow the online instructions.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 31 Aug 2017