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Apprentice Customer Service Assistant within the Community Alarms Team Sandwell Metropolitan Borough Council

An interesting opportunity has arisen within the Community Alarms team, based from offices in Oldbury. You will work as part of a team to provide admin support to the service, whilst working towards a Level 2 Customer Service Practitioner qualification.

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Closing date: 19 Aug 2022

Apprenticeship summary

  • Annual wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday to Thursday 9am – 5:30pm Fridays 9am – 5pm

    Total hours per week: 37.0

  • Expected duration

    15 Months

  • Possible start date

    12 Sep 2022

  • Date posted

    27 Jul 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

  • Deal with queries-internal/external, by telephone including Community Alarms enquiries
  • Support the Community Alarms Control Centre, then after training identify types of emergencies to assess client needs
  • Use ICT equipment & software using in-house database systems to keep accurate records
  • Assist with incoming & outgoing post
  • Receive, check & process invoices for payment
  • Support with taking minutes & produce minutes of meetings held
  • Assist with the monitoring of performance, statistics & reports

What training will the apprentice take and what qualification will the apprentice get at the end?

At the end you will gain a Level 2 Qualification in Customer Service Practitioner - this will include any Functional Skills as appropriate.

The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor.

The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council, to include Workplace Professionalism and Equality & Diversity.

What is the expected career progression after this apprenticeship?

This apprenticeship is a fixed term 12 month contract (plus End Point Assessment period of 3 months). However, the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Logical, Team working, Initiative, Non judgemental, Patience, Empathy, Flexibility, Reliable, Willingness to learn


GCSE or equivalent English Language (Grade C - 4) Essential
GCSE or equivalent Maths (Grade C - 4) Essential
Other Functional Skills Literacy (Grade Level 2) Essential
Other Functional Skills Numeracy (Grade Level 2) Essential

Things to consider

Please be aware that you will come into contact with sensitive information, of which data security must be maintained. You will need to be flexible and be very confident in talking to people at all levels. You must be prepared to adhere with Council Policies including the Data Protection Act.

About the employer

Sandwell is situated in the heart of the Black Country. In 2020 we were placed in the Top 100 employers nationally for apprentices, making Sandwell a great place to undertake an apprenticeship! Our apprenticeship team Think Sandwell advertise opportunities both in the council and with external employers.


Sandwell Metropolitan Borough Council


Operations & Development Centre

Direct 2 Industrial Park

Roway Lane

B69 3ES


Sas Kaur

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Training provider


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

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