Customer Service Apprentice

Dudley Metropolitan Borough Council

Dudley (DY1 1LQ)

Closes in 13 days (Tuesday 20 January 2026)

Posted on 6 January 2026

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Summary

Dudley Council Plus is Dudley Council’s corporate contact centre. Apprentices gain vast customer contact experience during a placement with us, dealing with a diverse customer base in a demanding first point of contact environment. 

Wage

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

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm.

37 hours a week

Start date

Sunday 1 March 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

  • Providing access to some council services
  • Receiving and accurately recording enquiries and requests, taking timely and appropriate action in accordance with procedures and instructions
  • Escalating any problem cases to experienced customer service advisors and managers
  • Working as part of a team supporting service delivery across some directorates of the council
  • Communicating and liaising effectively, via the telephone, face-to-face, and in writing with certain customers
  • Processing enquiries and requests received via various electronic means
  • Using a wide range of computer systems, including a CRM system and MS Office products (especially word and outlook)
  • Maintaining computerised records and information systems
  • Assisting customers making payments by debit and credit card
  • Carrying out reception work including
  • Recognising the diverse needs and cultures of the community to ensure equal access to services
  • Maintaining an up-to-date knowledge of data protection and freedom of information legislation and guidance, ensuring these principles are adhered to at all times

Where you'll work

Dudley Council Plus
259 Castle Street
Dudley
DY1 1LQ

Training

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

Training provider

DUDLEY COLLEGE OF TECHNOLOGY

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

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Essential qualifications

GCSE in:

  • 3 other Subjects (grade C or Level 4 Equivalent)
  • English (grade C or Level 4 Equivalent)
  • Maths (grade C or Level 4 Equivalent)

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

About this employer

It’s an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game-changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve. At Dudley Council we have a ‘one council’ ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities. We are rightly proud to be the historic capital of the Black Country and, working with our partners, Dudley Council is also committed to looking forward and helping to deliver our borough vision of ‘Forge a Future for all’ www.dudleyboroughvision2030.org.uk We ensure communities influence council decisions and are committed to delivering services in partnership with communities. We provide flexible and responsive service in partnership and help communities help themselves. In joining a local authority that serves 320,000 residents you will become an integral part of a council that: • is ready to embrace change, providing an environment in which you will be encouraged to make your mark • is aware of its key challenges and the need for a new energy to innovate the council, in order to find cost effective ways of delivering services • has aligned its political and managerial leadership structures and is committed to protecting, securing and transforming the lives of children, families, the vulnerable and older people • wants borough residents to have their say through our community forums • dedicates time to meaningful consultation and listen to the views of our residents • is working with the community to encourage active involvement of our residents We want to leave a legacy of a better future for the borough that reflects Dudley borough’s potential and harnesses the ambitions of the people we serve. For more information see our Council Plan www.dudley.gov.uk/council-community/plan-policies-and-strategies/council-plan, Dudley Borough Vision for 2030, Forging a Future for All www.dudleyboroughvision2030.org.uk and key information about the borough and its communities at All about Dudley Borough www.allaboutdudley.info

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

  • Career in Customer Services

Ask a question

The contact for this apprenticeship is:

DUDLEY COLLEGE OF TECHNOLOGY

The reference code for this apprenticeship is VAC2000007127.

Apply now

Closes in 13 days (Tuesday 20 January 2026)

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