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Customer Services Apprentice Publica Group Ltd

The Customer Service team provides a vital support service to local residents. As part of the team you will be answering telephone enquiries in the busy call centre and providing general administration support to the wider Residential Service Group.

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Closing date: 25 Jul 2021

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Friday, shifts to be confirmed at interview.

    Total hours per week: 37.00

  • Expected duration

    15 months

  • Possible start date

    02 Aug 2021

  • Date posted

    26 May 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

The Customer Service team provides a vital support service to local residents. As part of the team you will be answering telephone enquiries in the busy call centre and providing general administration support to the wider Residential Service Group.

You will work towards a Customer Service Practitioner Standard level 2 qualification to support your development in this job role. There will be the opportunity to attend training at Cirencester College to enhance your Apprenticeship experience as well as on the job training.

  • Develop an understanding of the various services working within Publica’s Customer Service Team, through on the job training
  • Develop an understanding of all departments within Publica and actively engage in working together to improve our services within our organisation
  • To welcome Council customers and deal with their enquiries efficiently and effectively through face to face, telephone, email and social media communication
  • To use multiple IT systems to manage and resolve enquiries and record details accurately
  • General office administration including photocopying, scanning and data entry.
  • To forward enquiries to the appropriate service or organisation and liaise with both internal and external colleagues/customers
  • Successfully complete the Customer Service Apprenticeship (within 12-15 months)
  • Attend any additional training that is deemed necessary for the efficient delivery of the role

This job description sets out the key outcomes required. It does not specify in detail the activities required to achieve these outcomes.

General Accountabilities

  • Working to add value to, and be a valued member of the team, and to be valued by customers
  • The post holder is responsible to maintain a safe working environment and ensure as reasonably practicable that safe working practices are adopted by employees within this work environment
  • Work in compliance with the Codes of Conduct, Regulations and policies of Publica
  • Exercise proper and absolute integrity in respect of all confidential matters and the confidentiality of personal and sensitive information

Requirements and prospects

Desired skills

  • Experience of working in a team - this could be within any environment (e.g. home / work / education / social)
  • Excellent interpersonal skills – Communicates effectively and confidently
  • Good basic level of IT and keyboard skills with a confident attitude to learn new systems
  • Good written skills and communication
  • Excellent attention to detail
  • Genuine desire to help people and an interest in customer service
  • Problem solving skills – the desire to find an answer and confidence to seek help when appropriate
  • Understand the importance of prioritising workload and meeting deadlines
  • Confident in communicating on the telephone, emails and face to face

Personal qualities

  • Proactive
  • Self-motivated

Desired qualifications

  • GCSE Level 9 - 4 (formerly A* to C) Maths and English
  • Commitment to attain the Customer Service Apprenticeship.

Future prospects

There is the possibility of a full time role upon successful completion of this apprenticeship for the applicant.

Things to consider

  • There may be a requirement to work at other Publica Group Limited and/or client locations to meet the needs of the business, use of a car for work purposes would be desirable
  • Expected to work reasonable additional hours in line with the needs of the service
  • Ability to maintain confidentiality in accordance with Data Protection

About the employer

Publica is a company created by four councils (Cotswold, West Oxfordshire, and Forest of Dean District Councils and Cheltenham Borough Council) to deliver great services locally and which aims to:

  • Be a great service provider
  • Be a great place to work
  • Support our member councils to deliver their ambitions
  • Be a growing and improving company

At Publica we put people and our communities at the centre of everything we do. We have the freedom to do things differently. We combine the knowledge, experience and skills of people from across four councils to innovate, modernise and become more flexible in how we deliver services.

In this role you would be answering calls for Cotswold District Council.


Publica Group Ltd


Cotswold District Council

Trinity Road



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Training provider


Applications for this apprenticeship are being processed by Cirencester College


Nikki Woodcock 01285 626256

Each apprentice will be allocated a Coach to support ongoing learning and preparation for EPA.  In addition Progress Reviews will take place regularly to ensure the apprentice is on track

End Point Assessment

 The three EPA assessment methods are:

  • Apprentice Showcase
  • Practical Observation
  • Professional Discussion


 Progression to Customer Service Specialist L3

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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