Customer Service Apprentice SERCO LIMITED

An exciting apprenticeship opportunity has arisen for an individual to gain an insight into the variety of services provided to the public by Serco for Lincolnshire County Council, ranging from Highways and Planning and Library Services through to Social Care. At the same time you will gain excellent customer service skills and experience.

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

Apply now

Closing date: 27 Sep 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

    Weekly hours: 37 Monday-Friday between 8am-8pm and Saturday between 9am - 4pm You will eventually progress on to shift work supporting our opening hours of 8am to 8pm and this will also include approximately 1 in 5 Saturdays 9am to 4pm

    Total hours per week: 37.00

  • Apprenticeship duration

    13 months

  • Possible start date

    09 Oct 2017

  • Date posted

    05 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    2 available

Serco has a strong commitment to apprentices and training and as a successful Serco apprentice, you will be provided with unparalleled support throughout the duration of your programme.

You will be helped to build relationships with peers, allowing you to achieve your professional development objectives.

The successful candidate(s) will have the opportunity to rotate between different departments within the business, offering variety and a wonderful opportunity to learn.

Your duties will include the following:

Customer Service :

  • Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, regardless of contact method (email, phone calls).
  • Through effective questioning and fact finding, gather the information from the customer and record accurately on the appropriate IT system.
  • Process contact enquiries and/or signpost customers; using service specific IT systems and service scripting as detailed on the CRM system.
  • Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
  • Identify and prioritise urgent contacts and respond appropriately without delay, ensuring all actions within the job remit are fulfilled.
  • Strive to achieve your individual and team objectives and KPI targets.
  • Control all customer contact to ensure all relevant information is obtained in the most time efficient manner, whilst showing empathy and understanding to the customer's concerns.

Business Improvement & Compliance:

  • Build relationships with colleagues, clients, professionals and 3rd party organisations as appropriate, to promote a culture of continuous improvement.
  • Respond positively to change and take a flexible approach to all aspects of work.
  • Identify areas of improvement and bring these to the attention of your Team Leader.
  • Comply with the Customer Service centre's PCI data security standards and protocols, the Client's and Serco's policies and procedures.
  • Ensure service area knowledge is kept up to date by attending training as directed by your line manager and as agreed in annual appraisals.

At the discretion of the Manager, carry out any other duties in relation to the effective functioning of the Customer Service Centre that may be agreed and are consistent with the nature of the job described above.

Requirements and prospects

Desired skills

This role requires excellent organisation, communication and time management skills. A willingness to learn is essential due to the future opportunities available.

Personal qualities

We are looking for somebody who is enthusiastic, reliable, determined and hardworking and who is happy to constantly learn and develop new skills with an interest in customer service and administration.

Qualifications required

GCSEs Grades A to E in Maths, English and ICT (or acceptable equivalent).


You will also need to complete an on-line initial assessment, which will help us guide you to the most appropriate programme to meet your needs.

Future prospects

Serco is a multi-national company that is able to offer a wide range of career and further job opportunities both within the UK and worldwide. Our people management programme encourages internal advancement and active support is given to all employees’ Continuous Professional Development.

Things to consider

It is essential that you are able to travel daily to Thomas Parker House in Lincoln to arrive on time for work. We operate strict data protection policies so mobile phones have to be off or on silent in your locker at all times whilst working. You will eventually progress on to shift work supporting our opening hours of 8am to 8pm and this will also include approximately 1 in 5 Saturdays. Break entitlements are two paid 10 minute breaks each day and an unpaid lunch of 30 minutes. You will be required to undergo security checks, which includes a check of criminal records. From 1st of April 2017 the National Minimum Wage (NMW) rate for apprentices is £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 or over in the first year of their Apprenticeship. Those between the ages of 19-24 who are in their second year (or third year) need to be paid the National Minimum Wage for their age bracket. In April 2016 the new National Living Wage was implemented and therefore if you are over the age of 25 and in your second or third year of an Apprenticeship you will be entitled to be paid the National Living Wage. Please see below for further information:

About the employer

Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public service, including health, education, transport, science and defence.




13-14 Silver Street



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Training provider

L2 Diploma in Customer Service

Functional Skills in English, Maths and ICT, as required

No College attendance required.

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Serco Ltd


Fiona Wilcox 07718 195610

Employer's Application Instructions

You will be transferred to Serco's recruitment portal to apply for this apprenticeship opportunity.

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

Apply now

Closing date: 27 Sep 2017