Apprentice – Service Support Assistant (Highways)

Wirral Council

Birkenhead (CH41 2AB)

Closes in 26 days (Sunday 13 July 2025)

Posted on 13 June 2025

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Summary

You'll be at the heart of our customer experience. You'll join a team of 10 delivering efficient and effective customer services to thousands of customers who use Wirral's Highways and Road Networks daily, making sure they have safe, reliable journeys.

Wage

£23,656 a year

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Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 9am to 5pm

36 hours a week

Start date

Monday 15 September 2025

Duration

2 years

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

  • Assisting with handling a wide range of queries. Whether it's an email, phone call or a letter, you'll be providing the help or information our customers need in a timely and effective way
  • Learn how to deal with and respond appropriately to customer queries and complaints and provide accurate, real-time information on issues to our residents, partner organisations and colleagues
  • Work with councillors, suppliers and contractors

Where you'll work

Mallory Building
2 Alice Kerr Square
Birkenhead
CH41 2AB

Training

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

College or training organisation

WIRRAL METROPOLITAN 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

Customer Service Practitioner Level 2.

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4)
  • Maths (grade C/4)

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
  • Team working

About this company

There has never been a more exciting time to join Wirral Council. We’ve got ambitious targets to meet and to achieve everything we have promised to our residents, we need people who are ready to deliver the very best for our communities and show how they can #BeTheDifference. Our vision is to secure the best possible future for our residents, defined by the community prosperity we create and supported by our excellent people and services. If you strive to #BeTheDifference and want to be at the heart of our change and improvement journey, then this could be the perfect job for you.

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

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

Custer Service/Admin roles within Wirral Council.

Ask a question

The contact for this apprenticeship is:

Wirral Council

Jane Hodgkiss

janehodgkiss@wirral.gov.uk

The reference code for this apprenticeship is VAC1000326069.

Apply now

Closes in 26 days (Sunday 13 July 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.