Customer Experience Improvement Apprentice
West Midlands Combined Authority
West Midlands (B19 3SD)
Closes in 16 days (Thursday 1 January 2026 at 11:59pm)
Posted on 15 December 2025
Contents
Summary
Support customer experience improvements at WMCA through surveys, feedback analysis, admin tasks, and research while completing a Level 3 Customer Service apprenticeship and learning digital tools.
- Wage
-
£23,981 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday, 36.5 hours per week.
Approx. 9.00am - 5.00pm.
37 hours a week
- Start date
-
Monday 16 February 2026
- Duration
-
2 years
- 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
- Assist the Customer Experience team with day-to-day tasks and projects.
- Help deliver customer satisfaction surveys and review feedback.
- Support research and improvement initiatives.
- Provide administrative support for meetings and events.
- Learn to use digital tools and systems to manage workflows.
- Build positive relationships with colleagues, partners, and customers.
Where you'll work
16 Summer Lane
Birmingham
West Midlands
B19 3SD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
IN-COMM TRAINING AND BUSINESS SERVICES LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
During your first month, you will spend two days a week at the training provider's premises in Aldridge, Walsall. Following this, you will undertake monthly visits with the training provider at the offices of WMCA.
Requirements
Essential qualifications
GCSE in:
- English (grade C/4+)
- Maths (grade C/4+)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Team working
- Initiative
- Non judgemental
- Patience
About this employer
WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.
We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it's needed most. What you do, really matters. Your expertise will help make a big difference, improving people's lives, every day.
http://www.wmca.org.uk (opens in new tab)
Company benefits
Generous LGPS pension, tax-free AVC scheme, 28 days + statutory holiday allowance, EV car benefit, healthcare, gym discounts, tech financing, shopping perks, Costco membership, volunteer days, cycle-to-work, eye care, and more.
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
Once qualified, you will have the skills and experience needed to progress into more specialised customer service roles within the sector.
Ask a question
The contact for this apprenticeship is:
IN-COMM TRAINING AND BUSINESS SERVICES LIMITED
The reference code for this apprenticeship is VAC2000005165.
Apply now
Closes in 16 days (Thursday 1 January 2026 at 11:59pm)
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