Customer Service Apprentice (Customer Comments)

Liverpool City Region Combined Authority; Liverpool; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Holiday entitlement 29 days rising to

Hybrid working

Employee Assistance Programme

Westfield Health Programme

Gym discounts

Bike to Work Scheme

Professional qualifications including

Job summary

Liverpool City Region Combined Authority is seeking a Customer Services Apprentice to join the Comments Team on a 15-month fixed-term contract. You will handle customer feedback and complaints, learn to build rapport with customers, and deliver high-quality written responses across email, webforms and social media.

The role includes undertaking the Customer Service Specialist Level 3 Apprenticeship with Wirral Met College, typically lasting 18 months with a subsequent End Point Assessment.

Qualifications

• GCSE English and Maths at grade 4/C or above (or equivalent) is desirable.
• Willingness to complete all apprenticeship learning and assessment requirements as part of the role.
• Strong customer focus with commitment to delivering excellent service and resolving concerns professionally.

Responsibilities

• Assist with handling customer feedback and complaints.
• Help coordinate investigations and gather relevant information.
• Produce clear, professional, timely written responses across channels (email, webforms, social media).
• Support end-to-end comments process and learn through hands-on practice.

Job description

To help make Liverpool City region the best place to grow up, grow a family, and grow a business – where no-one is left behind

• Employer: Liverpool City Region Combined Authority
• Contract: Contract
• Working Pattern: Full Time
• Hours: 35 hours per week.
• DBS Check: No
• Closing Date: 11/09/2026 at 23:59
• Reference: PL/26/343295

About the Role

An exciting opportunity has arisen for a Customer Services Apprentice within the Comments Team. This is a fantastic opportunity to develop skills in handling customer feedback and complaints, learning how to build rapport, demonstrate empathy, and understand customer concerns in order to deliver high-quality, customer-focused responses.

This is a 15 month fixed term vacancy.

The successful candidate will gain practical, on-the-job experience supporting the end-to-end comments process. This includes assisting with the investigation and coordination of customer complaints and feedback, gathering relevant information, and helping to produce clear, professional and timely written responses across channels such as email, webforms and social media.

The successful candidate will undertake the Customer Service Specialist Level 3 Apprenticeship delivered by Wirral Met College. The apprenticeship typically lasts 18 months, followed by an End Point Assessment period of up to 3 months.

Learning is delivered through a blend of workplace-based learning, online learning modules, research activities, projects and assignments, allowing the apprentice to apply their learning directly within the Comments Team.

During the programme, apprentices receive regular support from a dedicated Trainer Assessor, including review and assessment sessions, whilst developing an electronic portfolio of evidence demonstrating their skills and knowledge.

The apprenticeship will help develop advanced skills in:

• Customer complaint and feedback handling
• Effective written communication
• Problem solving and conflict resolution
• Service improvement and customer insight
• Data analysis and customer experience improvement
• Professional communication and stakeholder management

On successful completion, you will achieve a nationally recognised Customer Service Specialist Level 3 Apprenticeship Standard, providing an excellent foundation for progression into customer service, complaints management, customer insight and service improvement roles.

• GCSE Grade 4/C or above (or equivalent) in English and Maths is desirable.
• Applicants must be willing to complete all apprenticeship learning and assessment requirements as part of their role.

About the person

We are looking for someone with a strong customer focus who is committed to delivering excellent service and resolving customer concerns professionally and empathetically. Previous experience in a customer service or customer-facing role is desirable, particularly where handling customer feedback, complaints, and written correspondence such as emails or webforms has been part of the role. Applicants should have a good understanding of GDPR and data protection principles and be confident using Microsoft Office applications, including Word, Excel, and Outlook.

The successful candidate will be honest, reliable, and organised, with the ability to manage competing priorities while maintaining attention to detail. They will have excellent written and verbal communication skills, remain calm and professional in challenging situations, and work effectively as part of a team. A positive attitude, adaptability, and a commitment to continuous learning and development are essential.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

• Local Government Pension Scheme contributions between 5.5% and 12.5%
• Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• Flexible and hybrid working
• 24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• Automatic enrolment to our Westfield Health Programme
• Corporate discounts at council-owned gyms
• Bike to Work Scheme
• Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your application how you meet the key essential criteria listed above.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

We actively promote diversity and inclusion. Please note that this role is unlikely to meet the eligibility requirements for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa