Customer Service Apprentice - IT Department (S2615)

Rochdale Metropolitan Borough Council

Greater Manchester (OL16 1XU)

Closes in 22 days (Monday 8 June 2026 at 11:59pm)

Posted on 15 May 2026

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Summary

The Service Desk acts as the front door to ICT, providing a single, consistent point of contact for all ICT related incidents, service requests, and enquiries. This includes contact via phone, email, self-service, with in ServiceNow. All requests are logged, tracked, and managed in line with agreed processes and service levels.

Wage

£15,434.33 a year

Minimum wage rates (opens in new tab)

Apprentices who undertake a Level 2 App are paid the NMW rate of £8.00 per hour for Apprentices as set by Government for the first 12 months, £15,434.33 and NMW for age for the remaining months of the contract. 15 month contract.

Training course
Customer service practitioner (level 2)
Hours
37 Hours per week - Monday - Friday. Shifts to be confirmed.

37 hours a week

Start date

Monday 7 September 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

Frontline Customer Support (Single Point of Contact). The apprentice will help provide first contact support for ICT queries, acting as part of the Council’s Single Point of Contact (SPOC) by:

  • Answering calls, emails, and self-service requests
  • Logging incidents and service requests accurately in ServiceNow
  • Gathering clear information from users and setting expectations
  • Communicating politely, professionally, and clearly with customers
  • Incident Logging and Initial Diagnosis (Tier 1)

Under supervision, the apprentice will:

  • Record, categorise, and prioritise incidents in line with ICT processes
  • Carry out basic diagnostics using scripts, checklists, and knowledge articles
  • Apply known fixes and standard procedures where authorised
  • Escalate issues to senior Service Desk colleagues or resolver teams when required 

Where you'll work

Number One Riverside
Smith Street
Rochdale
Greater Manchester
OL16 1XU

Training

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

Training provider

ROCHDALE TRAINING ASSOCIATION LIMITED

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

  • Customer Service Level 2 Apprenticeship Standard
  • Apprenticeship learning will take place in the workplace and at Rochdale Training one day per month

Requirements

Desirable qualifications

GCSE in:

Maths & English (grade 3 and above)

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
  • Administrative skills
  • Number skills
  • Creative

Other requirements

  • IMPORTANT INFORMATION BELOW PLEASE READ
  • Should you wish to apply for this vacancy, you will be invited to fill in the Rochdale Borough Council Application form at Rochdale Training. Please keep an eye on your emails as our recruitment team will be in touch to invite you to one of our sessions
  • Apprentices who undertake a Level 2 apprenticeship are paid the NMW rate of £8.00 per hour for Apprentices as set by Government for the first 12 months, £15,434.33 and NMW for age for the remaining months of the contract. 15 month contract
  • Interview Date: Monday 29th and/or Tuesday 30th June
  • Induction date - Monday 7th September 2026
  • Should you apply for 2 vacancies (maximum), we strongly encourage you to attend both interviews and declare this. It will not count against you, and all teams/panels will be aware
  • This expression of interest is the first stage of your application
  • The Authority operates a Smoke-Free Policy for all its employees and applies to any building and associated grounds within near the building, which is wholly owned, leased, or operated and occupied by Rochdale Borough Council

About this employer

Rochdale Council builds success and prosperity with our citizens and partners, whilst protecting our vulnerable people.

http://www.rochdale.gov.uk/ (opens in new tab)

After this apprenticeship

Progression is offered to the correct candidate.

Ask a question

The contact for this apprenticeship is:

ROCHDALE TRAINING ASSOCIATION LIMITED

Jacob Evans

jevans@rochdaletraining.co.uk

01706 631 417

The reference code for this apprenticeship is VAC2000031944.

Apply now

Closes in 22 days (Monday 8 June 2026 at 11:59pm)