Customer Service Apprentice

Summary

To be a key player in the ‘front of house’ team providing a professional and welcoming first point of contact for a diverse range of customers of the Council either at Borough Hall Reception or in the Customer Service Centre.

Wage

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

National Minimum Wage

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Training course

Customer service practitioner (level 2)

Hours

Monday - Thursday, 08:45 - 17:15 and Friday, 09:00 - 17:00.

37 hours a week

Start date

Monday 1 September 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

To learn a wide range of Council services being offered by the Customer Service Team. This includes the councils; policies, legislation, processes, IT, web and telephone systems
Assist customers with accessing the Council services online, helping them to self-serve wherever possible by promoting available online services, signposting and offering tailored digital assistance for those that need support
To serve customers face to face at reception and the welcome desk, over the phone, email or web channels to provide support and guidance across a broad range of services offered by the team
To resolve enquiries in a professional, courteous and efficient manner in line with Service Level Agreements and the Council’s Customer Service Standards
Work with the Web Team, Communications and the Customer Relations Team provide feedback from resident experience, supporting service improvements and embracing change
Gather relevant information and evidence (including verification of official documents) from customers efficiently and accurately to support accurate assessments in line with Service Level Agreements
Update databases and records accurately and efficiently
To work closely with colleagues across the Council to ensure customers are provided with accurate service information

Where you'll work

This apprenticeship is available in these locations:

Horne Lane, Bedford, MK40 1RA
Borough Hall, Cauldwell Street, Bedford, Bedfordshire, MK42 9AP

Training

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

College or training organisation

BEDFORD COLLEGE

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 Cusomer Service Practioner Apprenticeship Standard
Maths and English Functional skills if required

More training information

Training to be held at the apprentices place of work.

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade Level 2)
Maths (grade Level 2)

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
Customer care skills
Administrative skills
Team working

Other requirements

Interviews to be held W/C 28th July 2025.

About this company

Bedford Borough Council is a unitary authority that provides a wide range of services to the local community.

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

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

Successful completion of the apprenticeship will enable the post holder to apply for job opportunities in the private sector or other public sector bodies

Ask a question

The contact for this apprenticeship is: