Customer Services Apprentice
Waverley Borough Council
Surrey (GU7 1HR)
Closes in 8 days (Monday 23 March 2026)
Posted on 12 March 2026
Contents
Summary
Ready to kick‑start your career in a role where no two days are the same?
Join our busy Customer Service Team and become the friendly first point of contact for our residents, helping people, solving problems, and learning valuable skills along the way.
- Wage
-
£24,669 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday, 9.00am - 5.00pm
37 hours a week
- Start date
-
Wednesday 1 April 2026
- Duration
-
1 year 2 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
- Greeting customers and helping them with enquiries about things like housing, waste & recycling, and planning
- Responding to customers by phone, email, online forms and face‑to‑face
- Supporting reception and keeping the front‑of‑house looking great
- Encouraging customers to self‑serve using our digital tools.
- Working with teams across the Council to get customers the answers they need
- Learning how to handle sensitive enquiries and support vulnerable residents
- Keeping our systems and records up to date
Where you'll work
The Burys
Godalming
Surrey
GU7 1HR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WAVERLEY BOROUGH COUNCIL
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
More training information
- Waverley Training Services will support the completion of the Aprpenticeship and the training of the required Knowledge, Skills and Behaviours
- You will have an allocated Tutor who you will see each month to have lessons supported by coaching and trianing by your line manager and other team members
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- Maths (grade 4)
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
- Administrative skills
- Number skills
- Logical
- Team working
- Initiative
- Patience
Other requirements
- For business continuity purposes you are required to have access to the internet at home via broadband on a PC, laptop, or tablet
About this employer
At Waverley Borough Council, ee provide a range of services including housing, planning, refuse collection, recycling, environmental services, council tax collection, leisure faciltites, playgrounds and parks as well as support for vulnerable people.
We contribute to local communities and make a difference to those who live and work in the Waverley Borough. Working with us means that we unvest in you and your career in a fair and flexible workng environment.
We are an ambitious organisation with clearly defined priorities. All our work stems from the aim to deliver local, open and interactive government, create a strong and resilient local economy and to protect our environment by taking effective action to tackle the Climate Emergency. We believe in delivering good quality housing for people of all incomes, effective stratgic planning to meet the needs of our communities, and delivering projects that improve the health and wellbeing of our residents.
http://www.waverley.gov.uk (opens in new tab)
Company benefits
- Minimum 22 days annual leave (pro-rata for part time employees) with an extra 5 days after 5 years continuous service
- 2 days per year for volunteering work
- Subsidised gym membership
- Free car parking
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
- Progression on to the Customer Service Level 3 Apprenticeship
- Completion of this Apprenticeship could lead to a role as a Customer Service Officer
Ask a question
The contact for this apprenticeship is:
WAVERLEY BOROUGH COUNCIL
Adele O'Sullivan
adele.o'sullivan@waverley.gov.uk
The reference code for this apprenticeship is VAC2000020856.
Apply now
Closes in 8 days (Monday 23 March 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.