Customer Services Apprentice

East Suffolk Council

Woodbridge (IP12 1RT)

Closes in 11 days (Monday 25 August 2025)

Posted on 11 August 2025

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Summary

A unique opportunity has arisen for an enthusiastic customer service apprentice to join us at East Suffolk Services Limited, we’re a new, growing organisation full of energy, ambition, and purpose. As part of our team, you’ll play an important role in helping us shape high-quality, efficient services that people rely on every single day.

Wage

£16,340 a year

Check minimum wage rates (opens in new tab)

Salary Year 2 £22,070

Training course
Customer service practitioner (level 2)
Hours
Working days and hours to be agreed.

37 hours a week

Start date

Monday 15 September 2025

Duration

1 year

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

  • Deliver an outstanding customer experience by providing advice and resolving customer queries
  • Resolving any and all customer queries 
  • Communicating with customers via telephone and email and sometimes face to face 
  • Liaising with all services and departments within the council 

Where you'll work

Station Road
Woodbridge
IP12 1RT

Training

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

Training provider

STAFF SELECT LTD

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 Practitioner level 2 apprenticeship standard 
  • You will have all training in the workplace delivered by qualified coaches who will visit you every 4-6 weeks 
  • 20% off the job training will be provided by the employer 
  • English and maths functional skills level 2 if required 

Requirements

Essential qualifications

GCSE in:

  • English (grade 4 or above)
  • Maths (grade 4 or 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
  • Organisation skills
  • Customer care skills
  • Team working

Other requirements

Candidate needs to be confident when using the telephone as this is a key part of the role.

About this employer

East Suffolk Council is an exciting place to work and a great place to make a real difference to people’s lives, delivering vital services to a quarter of a million people across East Suffolk.They hugely value staff and know that in order for them to remain successful, it is essential to recognise talented employees, developing and retaining them within the organisation. They are therefore committed to investing in our staff and providing first-class support to ensure a positive culture and rewarding careers.

Company benefits

- A top-tier health and wellbeing package - A competitive, matched pension scheme - Access to a wide range of support networks and wellbeing initiatives - Learning and development opportunities - Exclusive discounts on the latest tech

After this apprenticeship

Potential full-time employment with the company after successful completion of apprenticeship. 

Ask a question

The contact for this apprenticeship is:

STAFF SELECT LTD

Terri Langley

Terri.Langley@eastsuffolkservices.co.uk

01502 443323

The reference code for this apprenticeship is VAC1000336599.

Apply now

Closes in 11 days (Monday 25 August 2025)

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