ICT Apprentice
Buckinghamshire Council
Aylesbury (HP20 1UD)
Closes in 16 days (Sunday 15 November 2026)
Posted on 30 October 2026
Contents
Summary
Are you looking for a future career whilst achieving an apprenticeship qualification? Do you have a passion to learn and work in IT? If this is you we want to hear from you! Our IT Services Team provides IT solutions and support to over 4000 internal customers. You will learn on-the-job and work to successfully resolve customer IT issues.
- Wage
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£15,392 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Minimum wage rates (opens in new tab)
The salary will go up to £20,875 if you are aged 19-20, or £24,454 if you are aged 21 or above, when you start the second year of your apprenticeship.
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday, 9.00am - 5.00pm.
37 hours a week
- Start date
-
Tuesday 1 December 2026
- Duration
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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
As an advocate of Customer Service excellence, you will act as a referral point for dealing with complex or technical customer requests, issues, complaints, and queries.
Working alongside experienced IT professionals you will be mentored and trained in the use of various IT systems and software packages.
Your duties will include:
- Diagnosing & resolving software, hardware and networking incidents
- Learning how to use a range of IT support tools
- Recording, updating and documenting requests using the IT Service Desk system
- Installing and configuring new IT equipment
- Providing excellent customer service when speaking to internal and external customers
Where you'll work
County Hall
Walton Street
Aylesbury
HP20 1UD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BUCKINGHAMSHIRE COUNCIL
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
You will gain experience in a large organisation, whilst studying towards your nationally recognised qualification - Customer Service L3 Specialist qualification. Off-the-job training will follow the time allocations outlined in the Occupational Standard for study, training and assessments.
Your training will be a via a blended learning approach, with face-to- face visits in your wokplace, on-line group workshops on a monthly basis and hands on training within the workplace providing you with all you require to be successful.
You will be given one day a week to complete your training
The training you will be completing as part of the Level 3 Customer Service apprenticeship standard includes:
- Knowing your customers
- Providing a positive customer experience
- Meeting regulations and legislation
- Systems and resources
- Working with your customers/customer insights
- Dealing with customer conflict and challenge
Requirements
Essential qualifications
GCSE in:
- English (grade Grade C /4 or above)
- Maths (grade 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
- Customer care skills
- Problem solving skills
- Analytical skills
- Team working
- Patience
Other requirements
This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare all unspent cautions and/or unspent convictions.
About this employer
Buckinghamshire Council is a relatively new organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses. We are firmly focused on the future and have made a clear commitment to serve residents better and to provide stronger representation for Buckinghamshire, both locally and nationally.
Our apprenticeships are designed to give you the hands-on experience needed in a real job that brings out the best in you, with real responsibilities, real challenges, real projects and scope to grow your career.
https://www.buckinghamshire.gov.uk/ (opens in new tab)
Company benefits
As well as the salary, our apprentices are eligible to:
- Paid holiday package
- Join our generous Pension scheme
- Get 50% off of Arriva bus travel
- Receive a range of restaurant, shop & gym discounts through our Employee Benefits scheme
- Apply for a TOTEM Card (formerly called the NUS Extra card)
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).
- We cannot guarantee a permanent position following completion of the apprenticeship, but we have an excellent track record of keeping our successful apprentices on in the organisation
- This apprenticeship is a great opportunity to gain a range of IT /Customer Service skills and gain experience of working for a large, and busy, IT service
Ask a question
The contact for this apprenticeship is:
BUCKINGHAMSHIRE COUNCIL
Chris Troke
chris.troke@buckinghamshire.gov.uk
The reference code for this apprenticeship is VAC2000061715.
Apply now
Closes in 16 days (Sunday 15 November 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.