Customer Experience Apprentice

Summary

This role requires frequent contact with our customers, handling enquiries across several channels including telephone, digital and the new proposed customer service reception based at Marmion House. You will take ownership for, and resolve, a wide range of enquiries. You will effectively signpost customers to partner agencies where necessary.

Wage

£14,526.20 to £23,492.04, depending on your age

National Minimum Wage

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Training course

Business administrator (level 3)

Hours

Monday to Friday, 9.00am to 5.00pm.

37 hours a week

Start date

Monday 1 September 2025

Duration

1 year 6 months

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

To work alongside the customer service team supporting the delivery of:

Answering customer enquiries via various channels including telephone and face to face
Responding to emails and webchat – providing advice and signposting
Recording information and updating corporate systems
Sorting and delivery of post
Scanning of documents
Complaint handling and problem solving
Preparing information as required for reports
Escorting visitors/contractors on/off the premises
Receipt and distribution of parcels and other deliveries
Setting up of meeting rooms
Distribution of staff badge and contractor keys as/when needed
Ordering of corporate stationery
Maintain meeting room calendars
Work at alternative venues when needed
Assist Tamworth Information Centre with enquiries and ticket sales
Represent the council at events as required
To adhere to the policies and guidance on health and safety, equal opportunities, data protection, equalities, risk management, financial regulations, and all other Council policies
To undertake any other reasonable duties commensurate with the grade and general nature of the post

Where you'll work

Marmion House
Lichfield Street
Tamworth
Staffordshire
B79 7BZ

Training

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

College or training organisation

SOUTH STAFFORDSHIRE COLLEGE

Your training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

All apprenticeship training will take place in the workplace. You will receive one on one training and guidance from one of our apprenticeship practitioners.

Requirements

Essential qualifications

GCSE in:

English and Maths (grade GCSE Grades 9 - 4 or A* - 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
Customer care skills
Problem solving skills
Administrative skills
Analytical skills
Logical
Team working
Initiative
Non judgemental
Patience

Other requirements

Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check.

About this company

Tamworth Borough Council is the local authority for Tamworth, Staffordshire. Tamworth Borough Council is responsible for providing a wide range of services to residents, businesses, and visitors. This includes housing, benefits, council tax, planning, and environmental health.

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

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

This a fixed term position but you will have the opportunity to apply for internal and external vacancies.

Ask a question

The contact for this apprenticeship is:

SOUTH STAFFORDSHIRE COLLEGE

Apprenticeship Team

apprenticeships@southstaffs.ac.uk

03004562424

The reference code for this apprenticeship is VAC1000331465.

Apply now

Closes in 17 days (Sunday 3 August 2025 at 11:59pm)

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