Apprentice Customer Service Assistant based at the Independent Living Centre
Sandwell Metropolitan Borough Council
Smethwick (B66 1JE)
Closes in 12 days (Friday 19 December 2025 at 11:59pm)
Posted on 4 December 2025
Contents
Summary
Sandwell Council supports vulnerable people in the community to live independent lives and you will be working as part of a team who promote and provides support for independent living, by dealing with customer enquiries and undertaking day-to-day administrative tasks.
- Wage
-
£14,526.20 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Friday, 9am – 5pm.
37 hours a week
- Start date
-
Monday 2 February 2026
- 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
Your main duties and responsibilities will be:
- Undertake a range of administrative/IT-based duties
- Answer the telephone & relay accurate messages back to relevant staff as appropriate
- Effectively communicate with departments, colleagues & visitors from all sources either by phone, email, or via request
- Carry out auditing of files & keep up to date with relevant documentation by way of regular filing
- Use ICT equipment and software using an in-house database/spreadsheet system to keep accurate records
- To assist with incoming and outgoing post
- To support the team in producing reports
- Develop customer service skills to contribute to the delivery of our services
- Be accountable for the quality of your work and take responsibility for maintaining and improving your knowledge and skills
- Making telephone calls to arrange appointments with customers and their families
- Complete general admin tasks for all incoming social care tasks, safeguarding, therapy assessments, etc
- To comply with the policies of Sandwell MBC
Where you'll work
Independent Living Centre
100 Oldbury Road
Smethwick
B66 1JE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SANDWELL COLLEGE
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.
Training schedule
The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor.
More training information
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: Safeguarding, Prevent, Fire Awareness, Data Protection & Cyber Security and Equality & Diversity.
Requirements
Essential qualifications
GCSE in:
- English (grade A-C/9-4)
- Maths (grade A-D/9-3)
Other in:
- English (grade Level 2)
- Maths (grade Level 1)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted 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
- Punctual and reliable
- Empathy & understanding
- Confidentiality
- Prioritise workload
- Adhere to data protection
Other requirements
Proof of qualification certificates will be required during the recruitment process. 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 to council policies including the Data Protection Act and possess a mature a professional approach and due regard for safeguarding and promoting the welfare of vulnerable adults; therefore, you may be required to undertake an Enhanced DBS check prior to commencing in the post. We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible.
About this employer
Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.
http://www.sandwell.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 apprenticeship is a fixed term 12 month contract. However the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector.
Ask a question
The contact for this apprenticeship is:
SANDWELL COLLEGE
The reference code for this apprenticeship is VAC2000004012.
Apply now
Closes in 12 days (Friday 19 December 2025 at 11:59pm)
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