Apprentice Licensing Customer Service Assistant

Solihull Metropolitan Borough Council; Metropolitan Borough of Solihull; Hybrid; GBP 8,300 - 12,000; Full time

Benefits offered by this job

Hybrid working options

Employee Benefits

Job summary

Solihull Metropolitan Borough Council is seeking an Apprentice Licensing Customer Service Assistant to join the Licensing Team in Regulatory Services on a 12-month contract. The role involves assisting with licensing regimes including taxis, Licensing Act 2003, Gambling Act 2005, animal licensing and street trading, while delivering excellent customer service.

You will train towards Customer Service level 2 apprenticeship and receive support to complete this while working across diverse borough

Qualifications

• GCSE Maths and English at grade A-C/4+ in each subject
• Good customer service skills and ability to handle challenging situations professionally
• Ability to provide accurate advice within a regulatory framework
• Strong verbal and written communication with diverse customers
• Good attention to detail and confidentiality
• Experience using Microsoft Office

Responsibilities

• Answer queries and provide excellent service to customers face to face, electronically and over the phone
• Follow a regulatory framework while delivering information and guidance
• Support Taxi Licensing Training Officer and help administer in-house training courses

Job description

Apprentice Licensing Customer Service Assistant

Hours: Full time, 37 hours per week

It’s a really exciting time to join our busy and dedicated Licensing Team within Regulatory Services and we have a fabulous opportunity for an Apprentice Customer Service Assistant to work with us on a 12-month contract.

Keeping people safe is at the heart of everything we do, and you will be given the unique opportunity to work across our socially and economically diverse Borough, helping us to develop and deliver a first‑class service across the full range of licensing regimes, including taxis, Licensing Act 2003, Gambling Act 2005, animal licensing and street trading.

No two days are the same in this fast‑paced team. You’ll be answering queries and providing excellent service to our customers from a wide variety of backgrounds. You’ll provide advice and guidance face to face, electronically and over the telephone, whilst following a regulatory framework. You’ll also play a key role in supporting our Taxi Licensing Training Officer, helping to administrate and facilitate the in‑house training courses to our customers.

You’ll also work towards the Customer Service level 2 apprenticeship, and we’ll give you the time each week to complete this.

You will have:

• GCSE Maths and English grades A-C/4 or above or function skills level 2 in each subject.
• A good understanding of good customer service and the ability to deal with challenging situations and behaviours in a sensitive and professional manner.
• The ability to provide appropriate and accurate advice and guidance within a regulatory framework.
• Effective verbal and written communication skills, with the ability to respond appropriately to customers with a range of different needs.
• Good attention to detail and an understanding of the importance of maintaining customer confidentiality.
• Experience of using the Microsoft Office package

In return we offer you full training and support to fulfil the role requirements, as well as the opportunity to work with internal and external partners to maximise knowledge and develop regulatory skills.

We can also offer you:

• A friendly, supportive and inclusive working environment.
• A range of flexible working options, including some hybrid working, as appropriate
• Generous annual leave entitlements with the opportunity to purchase up to 10 days additional leave per year.
• A flexitime scheme.
• Access to our Employee Assistance Programme – a 24-hour independent, free and confidential advice and support service.
• Family and carer friendly policies.
• Access to the Local Government Pension Scheme.
• Employee benefits including staff discounts, subsidised travel passes and Cycle 2 Work Scheme.

If you have a specific question or require further information regarding this post, please contact Annie Bettison, Licensing Manager on 07769 886442 or email [e-mail] or Jacqueline Harris, Management Support Officer on 07385 114902 or [e-mail]

Closing date: 15 November 2026

Interviews will be held 24 and 25 November 2026

Further Information

Please note, we are not accepting CVs for this opportunity.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Please note:As part of our compliance and safer recruitment requirements, references will be sought for all successful candidates following interview. A reference must be provided by the candidate’s current or most recent employer or training provider. Where this does not cover the last three years, an additional reference will be required from the candidate’s next most recent employer or training provider. Posts subject to statutory regulation may require additional scrutiny. Personal/character references will only be accepted in exceptional circumstances.

Solihull Council has a responsibility for, and is committed to, safeguarding and promoting the welfare of children, young people and adults at risk, and requires all staff and volunteers to share this commitment

Solihull Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees - a place where we can all be ourselves and succeed on merit.

Attached documents

Job Description and Person Specification