Apprentice Licensing Customer Service Assistant – Solihull Metropolitan Borough Council

Institute of Licensing; Metropolitan Borough of Solihull; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Hybrid working options

Training and development

Job summary

Solihull Council is recruiting an Apprentice Customer Service Assistant to join the Licensing Team on a 12-month fixed term contract. The role is full-time, 37 hours per week, based at The Core, Solihull, and involves handling licensing queries across taxis, Licensing Act 2003, Gambling Act, animal licensing, and street trading.

You will answer questions face-to-face, online and by phone, provide guidance within a regulatory framework, and support the Taxi Licensing Training Officer with

Qualifications

• GCSE Maths and English grades A-C/4 or above or equivalent
• Strong customer service ethos with ability to handle challenging situations
• Ability to provide accurate advice within regulatory frameworks
• Effective verbal and written communication
• Attention to detail and confidentiality
• Experience using Microsoft Office

Responsibilities

• Answer queries and provide excellent service to customers across channels
• Provide advice and guidance face to face, electronically and over the phone
• Support Taxi Licensing Training Officer and assist with in-house training courses
• Work toward Customer Service Level 2 Apprenticeship

Skills

Customer service

Communication skills

Problem solving

Regulatory knowledge

Education

GCSE Maths and English (A-C/4 or above)

Tools

Microsoft Office

Job description

Number of Positions: 1

Contract Type: Fixed Term Contract

Salary: £24,552 per annum (National Living Wage)

Working Hours: 37

Location: The Core, Theatre Square, Solihull

Closing Date: 15/11/2026

Job Type: Licensing

Sector: Local Councils

Business Unit: Economy and Infrastructure Directorate

Reference: SOL/TP/183/2591

Job Introduction

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 alsowork 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.
• 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’re looking for a rewarding role where your work makes a real difference, we’d love to hear from you.

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.