Apprentice Customer Service Adviser

Solihull Metropolitan Borough Council

Birmingham (B37 5TN)

Closes in 7 days (Sunday 2 November 2025)

Posted on 21 October 2025

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Summary

The post holder is a member of the Solihull Connect Customer Contact Service which handles a diverse range of enquiries, via face to face, incoming and outgoing telephone calls, emails, live chat and Short Message Services (SMS). The successful person will be a customer focused and flexible providing a seamless service to all customers.

Wage

£23,557 a year

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We pay the National Living Wage which increases every April.

Training course
Customer service practitioner (level 2)
Hours
Monday to Friday, requirement for flexibility of working hours during the week. Shifts to be confirmed.

37 hours a week

Start date

Monday 5 January 2026

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

The post holder will be expected to work both on their own initiative and as part of team in order to handle and respond to customer enquiries:

  • To be trained to answer all enquiries in a timely, courteous, and professional manner, ensuring that customer needs are clearly understood, and those enquiries are followed through to conclusion, through the use of effective problem solving and interpersonal skills
  • To use own initiative and problem-solving skills to deal with enquiries via a range of communication methods including face to face, telephone, email, live chat, webmail and letter
  • To work as part of a team to handle difficult or sensitive issues and customer complaints effectively
  • To communicate effectively with customers and take responsibility for keeping accurate and up to date records in accordance with appropriate standards, procedures and quality management systems of the service
  • To learn and be familiar with and keep up to date with Council policies, procedures and appropriate legislation
  • To take responsibility for their own personal development through attending and actively participating in appraisals, coaching sessions, training courses and supervision and monitoring their own performance to ensure personal targets are met
  • To become fully conversant and utilise the available ICT systems to effectively deal with a wide range of customer enquiries
  • The post holder will be expected to wear a uniform (where appropriate) which will be provided
  • To undertake any other duties commensurate with the grade of the post

Where you'll work

West Mall, Chelmsley Wood Shopping Centre
Birmingham
B37 5TN

Training

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

Training provider

COVENTRY AND WARWICKSHIRE CHAMBERS OF COMMERCE TRAINING 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 Practitioner Level 2 Apprenticeship Standard
  • Training will take place at the Council House and will be held monthly

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4 or above)
  • Maths (grade C/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
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Team working

Other requirements

Ability to travel to multiple sites around the borough in line with the needs of the service.

About this employer

Here at Solihull Council we want to ensure that all our citizens have an equal chance to share in Solihull’s success. We do this by putting our customers at the heart of everything we do. We recognise that our employees are the key factor in achieving our vision. As such, we are always on the lookout for talented individuals, who want to make a real positive difference to people’s lives and can help us to continue building on our success.

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

  • On successful completion of the apprenticeship, you will have achieved a level 2 customer service qualification

Ask a question

The contact for this apprenticeship is:

COVENTRY AND WARWICKSHIRE CHAMBERS OF COMMERCE TRAINING LIMITED

The reference code for this apprenticeship is VAC1000347454.

Apply now

Closes in 7 days (Sunday 2 November 2025)

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