Customer Services Assistant Apprentice

Summary

Our Library team at Braintree are now recruiting for a confident, organised and enthusiastic individual, with a passion in providing excellent customer service to join their team as a Customer Services Apprentice.

Wage

£14,567 a year

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Salary is £14,567 per annum rising to £23,557 per annum on the second year

Training course

Customer service practitioner (level 2)

Hours

Please note that this role will require weekend working.

37 hours a week

Start date

Monday 4 August 2025

Duration

1 year 6 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

Understand the needs of customers and deliver the best possible outcomes through excellent customer service.
Provide support and training to customers using information communications technology (ICT) equipment and software.
Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information – including referral to other services as appropriate - in a timely fashion.
Oversee and provide customers with guidance in the use of self-service equipment.
Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
Contribute to the compilation of statistical returns, and any other general administrative duties.
Responsible for locking and unlocking, as necessary, acting as keyholder.
Specific individual and shared targets and objectives are defined annually within the performance management framework.

Where you'll work

Braintree Library
Fairfield Road
Braintree
CM7 3YL

Training

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

College or training organisation

ESSEX COUNTY COUNCIL

Your 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.

Your training plan

Level 2 Customer Service Practitioner apprenticeship standard, including Functional Skills in English and maths if required.

Requirements

Desirable qualifications

GCSE in:

Maths and English (grade Grade 4/C and above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship 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 company

At Essex County Council, we look after a large, diverse, complex region of the country. But our approach to creating a place where individuals, families and communities can thrive and prosper is simple.

http://www.workingforessex.com (opens in new tab)

Company benefits

Essex County Council is proud to offer an excellent benefits package to all its employees.

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

After completion of the apprenticeship, you may have the opportunity to progress to a Customer Services Assistant.

Ask a question

The contact for this apprenticeship is:

Essex County Council

Entry to Work

work.placements@essex.gov.uk

The reference code for this apprenticeship is VAC1000319333.

Apply now

Closes in 12 days (Thursday 22 May 2025)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

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

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