Customer Service Apprentice (Sandwell Register Office)
Sandwell Metropolitan Borough Council
West Bromwich (B70 8RJ)
Closes in 9 days (Sunday 9 November 2025 at 11:59pm)
Posted on 24 October 2025
Contents
Summary
Working for Sandwell Council's registration services, you will carry out customer service and admin in connection with the registration of births, stillbirths, deaths, marriages, civil partnerships, burials, cremations, memorials and exhumations.
- Wage
-
£14,526.20 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday 9am - 5pm
37 hours a week
- Start date
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Friday 2 January 2026
- Duration
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1 year 3 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
Working within Sandwell MBC - Registration Services, your duties will include:
- Duties will relate to the registration of all births, stillbirths, deaths, marriages, civil partnerships, burials, cremations, exhumations and memorials in Sandwell. Attendance at marriage, civil partnership, civil ceremonies and funerals at various approved premises and council managed facilities within the borough
- You will be meeting members of the public, face to face on a daily basis
- You will cover a wide range of duties, to include, searching and data input of historical indexes, preparation of certified copies of entries, dealing with enquiries from the public either in person, by telephone, email or in writing and reception duties
- To support the meeting, advising and supporting of the bereaved on all aspects and services relating to their loss
- To liaise with other staff in the organisation of cremations, interments and the management of memorials
- To assist with cashiers duties and in the day-to-day management of the cash receipting system, taking sums of money for certificates, searches and services supplied by the Registration Service by cash, cheque or credit card
- Assist with the raising of invoices and orders, receipting cash and issuing receipts
- Carrying out word processor duties as required. This will include entering paperwork on to a bespoke administration system to a daily deadline, and the production of legal documentation in connection with the services provided
- Assist in meetings with the bereaved and the provision of funeral services and memorials
- The duties allocated to this post are such that the employer may from time to time expect the post holder to co-operate in undertaking these duties outside normal working hours, in which case time off in lieu will be given
- To ensure that the Council's administrative procedures, systems, standing orders and financial regulations are adhered to
- To comply with policies of Sandwell MBC
- To carry out any other duties relevant to the post
Where you'll work
Highfields
High Street
West Bromwich
B70 8RJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SANDWELL COLLEGE
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.
The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor. The apprenticeship will also include a proportion of 20% Off the Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Fire Awareness, Prevent, Safeguarding, Data Protection & Cyber Security and Equality & Diversity.
Requirements
Essential qualifications
GCSE in:
- English Language (grade Grade A-C/9-4)
- Maths (grade Grade A-D/9-3)
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
- Team working
- Neat handwriting
- Maintain confidentiality
- Data Protection
- Flexible attitude
Other requirements
Proof of Qualifications will be required. This role requires confidence in speaking to people face to face in reception as well as over the telephone as this is a very busy working environment. The right candidate will be well presented as this role is heavily customer facing.
About this employer
Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.
http://www.sandwell.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
This apprenticeship is a fixed term 15-month contract. However, the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector.
Ask a question
The contact for this apprenticeship is:
SANDWELL COLLEGE
The reference code for this apprenticeship is VAC1000348232.
Apply now
Closes in 9 days (Sunday 9 November 2025 at 11:59pm)
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