Customer Service Apprentice x4

Islington Council; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government authority in Greater London is offering a 24-month Customer Service Practitioner apprenticeship. This role involves supporting the Community Financial Resilience Team in financial assessments, account reconciliations, and assisting residents with payments. The apprenticeship promises dedicated study time while working, and provides structured mentorship and skills development. Applicants must be at least 16 years old and pass course entry tests in Maths and English. Upon completion, individuals gain valuable experience and qualifications.

Benefits

Up to 31 days leave per year

35-hour working week

Flexible working arrangements

Excellent pension scheme

Competitive pay at least London Living Wage

Annual season ticket loan

Cycle to Work scheme

Discounted gym memberships

Payroll giving

Personal computer incentive scheme

Local discounts from restaurants and shops

Qualifications

• Must be aged 16 or above.
• Must not have an existing qualification in the same subject.
• Must pass maths and English course entry tests.

Responsibilities

• Gather information for financial assessments.
• Complete reconciliations of accounts.
• Contact residents for payment assistance.

Skills

Customer service skills

Problem solving

Education

GCSEs

Job description

About The Role

Do you enjoy working with people and the public?

Would you like to develop your customer service skills including problem solving?

If so, then read on…

Islington Council offers a wide range of high-quality apprenticeships. Our apprenticeships combine working in a great job, with training, development, and a competitive salary. You will be given dedicated time in your working week to focus on your studies. You will also have access to a network of colleagues from within the organisation and tutors to support your learning.

The Customer Service Practitioner Level 2 apprenticeship consists of a 24-month opportunity to learn and to provide support to the Community Financial Resilience Team.

The Community Financial Resilience Team are responsible for undertaking financial assessments and income recovery for residents receiving care at home, in the community or residential care homes. Your duties will include gathering information for financial assessments, completing reconciliations of accounts and contacting residents who have an outstanding balance to assist them in making payments.

The Payments Team are responsible for ensuring that service users who are receiving a Direct Payment from the council receive their funding as well as undertaking the reconciliation of accounts function to ensure that these funds are spent in accordance with the identified needs of the individual’s support plan. The Provider Payments Team are responsible for ensuring that all care home providers are paid correctly and promptly in accordance with agreed timetables. This is achieved through excellent customer service and the delivery of key activities which are designed to meet the needs of our clients. You will be working as part of a well‑established team, your role will be varied and rewarding.

You will gain an understanding of the work of your team and will work in a supported learning environment whilst working towards a nationally recognised Level 2 Customer Service Practitioner apprenticeship.

To apply for this apprenticeship, you must:

• Be aged 16 or above
• Be an Islington resident or
• Islington care leaver or
• Islington school leaver in the last 12 months

You will also need to satisfy the following course entry requirements:

• Not already have a qualification at the similar level or above in this apprenticeship subject
• Not have extensive skills or experience in this apprenticeship subject.
• Pass the course entry tests for example in Maths and English

Training and Development – As part of your role you will:

• Complete a Customer Service Practitioner Level 2 apprenticeship qualification.
• Study Maths and English if you have not already achieved a GCSE or Level 2 equivalent.
• Participate in the Councils apprenticeship network and various development activities.
• Have access to a buddy/mentor.

Working in Islington Council

We appreciate and value our employees and recognise the importance of a motivated and supported workforce. We offer excellent benefits such as:

• Up to 31 days leave per year (increasing to 36 days after five years of local government service)
• 35‑hour working week
• A range of flexible working arrangements
• Excellent pension scheme
• Competitive pay – and a commitment to paying all staff including apprentices a minimum of the London Living Wage
• Annual season ticket loan
• Cycle to Work scheme and discounted gym memberships
• Payroll giving
• Personal computer incentive scheme
• Local discounts from restaurants, shops, health and beauty therapists, and more

After you have successfully completed your apprenticeship, you will have gained valuable workplace experience and attained your qualification. This will improve your chances of finding work within the Council, with other employers or help you move on to a higher‑level apprenticeship.

You will be required to demonstrate your potential across key areas. Please answer the questions on the application form with as much detail as possible.

For an informal discussion about apprenticeships at Islington council please contact the Early Careers and Talent Team by emailing [e-mail]

If you are an Islington resident who would like support with your application, please contact the iWork Team on 020 7527 3559 or email [e-mail]

Note to Recruitment Agencies

We kindly ask that recruitment agencies do not contact us regarding this vacancy. We are managing the recruitment process internally and will reach out directly should we require external support. Thank you for your understanding.

Working for the team, service and our organisation

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t be clearer: we serve. It’s in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about.

Workforce Equality, Equity, Diversity and Inclusion Statement

We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero‑tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone’s identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Pre‑Employment Checks

Any offer of employment will be subject to the successful completion of required pre‑employment checks. These may include:

• Proof of address
• Evidence of any name changes (if applicable)
• Right to work in the UK
• Overseas criminal record check (if applicable)
• Satisfactory references
• Occupational Health clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable)

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Disability Confident Scheme

Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.