Customer Service Practitioner Apprenticeship - Contact Centre

Kingston upon Hull City Council

Hull (HU1 2AG)

Closes in 15 days (Sunday 17 May 2026 at 11:59pm)

Posted on 29 April 2026

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Summary

Kick‑start your career with our Customer Service apprenticeship. Gain hands‑on experience and full training across Council Tax, Housing, Benefits and Environmental Services etc, supporting customers via phone, live chat and email in a 24/7 contact centre, with clear opportunities to progress and develop your career.

Wage

£15,392 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Work pattern to be confirmed

37 hours a week

Start date

Monday 25 May 2026

Duration

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

Duties:

In this apprenticeship, no two days are the same. You’ll answer customer enquiries by phone, live chat and email, providing advice and resolving issues at first point of contact.

  • You’ll receive structured training, learn about multiple council services

  • Update customer records and work as part of a supportive team to deliver excellent service

Where you'll work

The Wilson Centre
1 Alfred Gelder Street
Hull
HU1 2AG

Training

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

Training provider

KINGSTON UPON HULL CITY 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

Customer Service Practiitioner Level 2 Apprenticeship Standard

Functional Skills in maths, English (if required)

End-Point Assessment (EPA)

Regular training and development sessions to meet the needs of the employer and the apprentice.

 

Requirements

Desirable qualifications

GCSE in:

English and Maths (grade 7-3)

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
  • Problem solving skills
  • Team working
  • Initiative
  • Non judgemental
  • Patience

Other requirements

Applicant must attend HTAE initial assessment and interview process in order to be considered for shortlisting by the company, invites to these sessions will be sent via the email you have used to apply.

About this employer

We are a local authority committed to delivering high‑quality, accessible services to our community. Our Customer Contact Centre plays a vital role in supporting residents, offering advice and solutions across a wide range of council services. We value development, teamwork and providing opportunities to build long‑term careers.

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

After this apprenticeship

The successful candidate will be given the opportunity of full-time employment upon completion of the advanced apprenticeship if available.

Ask a question

The contact for this apprenticeship is:

KINGSTON UPON HULL CITY COUNCIL

Employer Engagement Team

business.engagement@hullcc.gov.uk

01482 614157

The reference code for this apprenticeship is VAC2000028965.

Apply now

Closes in 15 days (Sunday 17 May 2026 at 11:59pm)