Apprentice Customer Service Assistant

Sheffield City Council

South Yorkshire (S1 2HH)

Closes in 23 days (Monday 16 June 2025)

Posted on 20 May 2025

Print

Contents

Summary

We are currently recruiting for a customer service position at Sheffield City Council in different service areas. The successful applicant will have the opportunity to work in a relaxed professional environment, be part of a exciting and aspiring team and lastly, to provide great customer service.

Wage

£19,180.80 a year

Check minimum wage rates (opens in new tab)

First year pay is £10.80 per hour

Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 9.00am - 5.00pm

37 hours a week

Start date

Monday 1 September 2025

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

  • Manage incoming phone calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers

Where you'll work

Town Hall
Pinstone Street
Sheffield
South Yorkshire
S1 2HH

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

SHEFFIELD CITY COUNCIL

Your training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.

Your training plan

  • You will be working towards a level 2 Customer Practitioner Standard qualification
  • Training will be a minimum of 1 day at week
  • Training centre location is CDC Training, manor Lane, cricket-inn road, Sheffield, S2 1TR

Requirements

Desirable qualifications

GCSE or equivalent in:

Maths & English (grade 4/C)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Presentation skills
  • Administrative skills
  • Number skills
  • Analytical skills
  • Logical
  • Team working
  • Creative
  • Initiative
  • Non judgemental
  • Patience

About this company

Sheffield City Council is the city council for the metropolitan borough of Sheffield in South Yorkshire, England. It consists of 84 councillors, elected to represent 28 wards, each with three councillors.

https://www.sheffield.gov.uk/ (opens in new tab)

Disability Confident

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

  • After you complete the apprenticeship, there will be opportunities for you to move in to a full time role with Sheffield City Council dependant on your achievement and performance

Ask a question

The contact for this apprenticeship is:

SHEFFIELD CITY COUNCIL

SCCApprenticeships@sheffield.gov.uk

The reference code for this apprenticeship is VAC1000321552.

Apply now

Closes in 23 days (Monday 16 June 2025)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

Company’s application instructions

Click on search our job vacancies tab Find the job and apply via the website.