Customer Service Apprenticeship

South Kesteven District Council

Grantham (NG31 6TT)

Closes in 10 days (Thursday 6 August 2026)

Posted on 23 July 2026

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Contents

Summary

To provide a high quality, multi-disciplined and effective customer service ensuring that any enquiry is responded to in a timely, accurate and efficient manner. 

Wage

£13,312 to £21,149.44, depending on your age

National Minimum Wage

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
To be agreed

32 hours a week

Start date

Thursday 17 September 2026

Duration

1 year

Positions available

2

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

  • Receive and assist customers visiting and contacting the Council via and means of communication to the highest standards of customer care.
  • Provide customer services across a range of functions on behalf of the council and partner organisations as required.
  • Record all contacts in the CRM System. 
  • Use comprehensive IT systems to manage enquiries, access information and to provide customer update information on outstanding enquiries.
  • Actively encourage and promote the use of the self service, supporting customers to do so face to face and over the telephone in a call centre environment.
  • At all times, act as an ambassador for the customer service centre and South Kesteven District Council and assisting communications and/or liaison with staff in service sections, senior management, Councillors, members of the public and other agencies. 
  • Proactively help to resolve complaints including them on the CRM database and advising customers of applicable Complaints Procedures.

Where you'll work

The Picture House
St. Catherines Road
Grantham
NG31 6TT

Training

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

Training provider

GRANTHAM 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

Training will be a mixture of in the office and college at times agreed by all 3 parties.

Requirements

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
  • Team working
  • Creative
  • Non judgemental
  • Patience

About this employer

Our vision is to "be the best district in which to live, work and visit." To achieve this promise, we are building an organisation with a strong internal culture. Our values determine how we behave and deliver services to our residents and businesses and how we interact with each other, and we believe that our values are just as as important as skills.

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

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

Continue in employment with the SKDC providing there is an opportunity for this.

Ask a question

The contact for this apprenticeship is:

GRANTHAM COLLEGE

The reference code for this apprenticeship is VAC2000043656.

Apply now

Closes in 10 days (Thursday 6 August 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.