Customer Contact Apprentice
Tendring District Council
Clacton-On-Sea (CO15 1TN)
Closes in 18 days (Monday 5 January 2026 at 11:59pm)
Posted on 18 December 2025
Contents
Summary
To work as part of a very busy Customer Support Team based at Tendring District Council, Pier Avenue, Clacton on Sea. The L2 Apprenticeship role is aimed at those with a keen interest in Customer Service. Candidates should be enthusiastic, self-motivated, organised and be able to work on their own initiative.
- 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 - Thursday, 8.45am - 5.15pm and Friday, 8.45am - 4.45pm.
37 hours a week
- Start date
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Monday 2 February 2026
- Duration
-
1 year 3 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 operate as part of a customer-focused team which forms part of the Customer
and Commercial Department which in turn sits within the Partnerships Service.
You will be dealing with contact from the public either face to face, over the telephone or electronically.
Providing support to Pier Avenue Reception and the Council’s main Switchboard, dealing with general enquires and forwarding callers to the appropriate officers/sections within TDC.
Also, providing administrative and/or telephony support across the department which, in addition to the above, includes the following areas:
· Building and Engineering Services
· Housing Services
· Management of council owned properties
· Revenues and Benefits Services
· Environmental Services
· Private Sector Housing
Duties include ...
- To answer enquiries via the telephone or electronically from members of the public making general and specific enquiries.
- To act as reception support providing a face to face customer service.
- Provide factual information or put customers in touch with appropriate officers as required.
- Continue to increase knowledge of all the different areas of the Council’s services in order to respond to customer queries.
- To attend training and team briefing sessions and to participate in the process of continuous improvement in customer service.
- Interrogating and raising service requests on specialised software (Uniform, Firmsteps and Northgate).
- To undertake general office duties.
- To undertake post opening, collection and distribution duties.
- Assist and distribute marketing, promotional and other information or literature.
- Collation and updating databases where appropriate.
- Any other duties as reasonably required by the post holder's Line Managers.
Full training will be given on all aspects of the role, including the ICT applications used.
Where you'll work
88-90 Pier Avenue
Clacton-On-Sea
CO15 1TN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
TENDRING DISTRICT COUNCIL
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
- Level 2 Customer Service Practitioner Apprenticeship qualification
- Delivery will be in the workplace with an assessor or coach through a combination of assessing, coaching, training and mentoring
- The minimum duration on the apprenticeship is 12 months, with an additional 3 months for an externally assessed end point assessment
- A total of 15 months plus Functional Skills in maths and English, if required
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 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
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Administrative skills
- Number skills
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
Due to the nature of customer contact, highly sensitive information is being dealt with daily. Successful candidates will need to use their discretion at all times and follow Data Protection regulations.
About this employer
Tendring District Council is the local authority covering the area, which includes the towns of Clacton, Harwich, Manningtree, Frinton, Walton and Brightlingsea. It is responsible for a range of services, including waste collection, housing and homelessness, planning, economic growth, leisure, a theatre, and much 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
- Career progression will be dependent on vacancies coming up within the team or wider organisation
- Internal employees can apply for roles as and when they are advertised
Ask a question
The contact for this apprenticeship is:
TENDRING DISTRICT COUNCIL
The reference code for this apprenticeship is VAC2000005672.
Apply now
Closes in 18 days (Monday 5 January 2026 at 11:59pm)