Customer Service Apprentice
LIBERATA UK LIMITED
Hounslow (TW3 3EB)
Closes in 11 days (Tuesday 26 May 2026 at 11:59pm)
Posted on 15 May 2026
Contents
Summary
This apprenticeship is designed for candidates who already have prior experience (paid or voluntary) or relevant qualifications. It provides an opportunity to develop advanced customer service skills and complete the apprenticeship within a reduced timeframe. Applicants must live within the London Borough of Hounslow.
- Wage
-
£28,533 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday to Thursday, 8.30am to 5pm
Friday, 8.30am to 4.30pm
37 hours a week
- Start date
-
Monday 8 June 2026
- Duration
-
10 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
Working within our Hounslow-based, front-facing Customer Services team, you will support local residents with essential council services while developing the knowledge, skills and behaviours needed to succeed in a professional environment which includes the following key tasks:
- Provide face-to-face and digital customer support
- Ensure accurate information is provided at all times
- Update systems with full and accurate data
- Maintain working knowledge of legislation and processes
- Promote customer satisfaction surveys
- Perform administration tasks
- Promote online services and digital take-up
- Verify and scan customer evidence
Key deliverables will be:
- Ensure individual performance targets are met
- Ensure individual quality targets are met
- Take ownership of customer queries and resolve at first point of contact where possible
- Deliver accurate and timely information to customers
Maintain a high quality of work in line with service standards and agreements - Handle more complex or sensitive customer interactions with appropriate support
- Always observe confidentiality and data security
- Adherence to all company policies and procedures
Where you'll work
Hounslow House
7 Bath Road
Hounslow
TW3 3EB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
EALING, HAMMERSMITH & WEST LONDON 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
Requirements
Essential qualifications
GCSE in:
- English Language (grade Grade 4/C or above)
- math (grade Grade 4/C or above)
Desirable qualifications
Other in:
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
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
- Passion to make a difference
- Empathetic
- Can-do attitude
- Remain calm under pressure
- Prioritise workloads
Other requirements
- Minimum of 12 months’ prior customer service or customer-facing experience (paid or unpaid)
- Passing a Disclosure and Barring Service (DBS) check
About this employer
Liberata is a leading business services provider to public and private sector organisations across the UK. We support our clients in transforming their operations through innovative solutions and deep expertise across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll, and Customer Services.
We work in partnership with our clients to help them become more efficient, using our best-in-class business process outsourcing and operational transformation capabilities.
At Liberata, we work together as one team, keeping our customers at the centre of everything we do. We aim to deliver meaningful outcomes for our clients, guided by our values: Accessible, Curious and Expert.
We’re committed to giving every employee the opportunity to make a real difference, contribute to the growth of the business, and try new things. If you are hardworking, enthusiastic and looking for a challenge, Liberata could be the right place for you.
Please note that, to comply with the government’s Baseline Security Personnel Standard (BPSS) verification process, this role is subject to a Disclosure Scotland check.
After this apprenticeship
- Upon successful completion of the apprenticeship, we aim to offer a permanent role within the organisation if a position is available
Ask a question
The contact for this apprenticeship is:
EALING, HAMMERSMITH & WEST LONDON COLLEGE
Hema
employer@wlc.ac.uk
02075651388
The reference code for this apprenticeship is VAC2000031732.
Apply now
Closes in 11 days (Tuesday 26 May 2026 at 11:59pm)