Customer Services Apprentice

Coventry City Council; Coventry; On-site; GBP 18,000 - 24,000; Full time

Job summary

Coventry City Council is looking for a Customer Services Apprentice to provide exceptional support and learn valuable skills within a fast-paced environment. You'll engage with a diverse range of customers and receive on-the-job training while contributing to the team. This fixed-term role offers a clear progression path and is an excellent opportunity to kickstart your career.

Benefits

Flexible working arrangements

Outstanding local government pension scheme

Opportunities for accredited course development

Access to award-winning Occupational Health Service

Qualifications

• Ability to deliver excellent service to internal and external customers.
• Excellent verbal and written communication skills.
• Understanding of a range of council services.

Responsibilities

• Answering and managing telephone calls.
• Researching room bookings for meetings.
• Managing hospitality for external visitors.

Skills

Communication

Customer Service

Flexibility

IT Skills

Education

Level 3 Business Administrator Apprenticeship

Job description

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Our Values

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.
  
  

About The Team We Are Recruiting To

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Customer Services is one of the largest departments in Coventry City Council and are the front face of the organisation. We are usually the first port of call for customer enquiries across the council. Our fast-paced telephone teams deal with thousands of calls and emails a week, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation.

You may be based in one of several locations, we have a Customer Service Centre right in the heart of the city; Friargate – a large purpose built office by the train station along with several reception points across the city.

Joining Customer Services is a really good stepping stone into a long term career with the Council, depending on the role you are offered you will learn about other parts of the organisation

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

What is the job role?

Are you eager to learn, proactive, and ready to make a real impact? Our Executive Support Team is looking for an enthusiastic Apprentice to join our dynamic and high-profile service.

You’ll be working alongside 12 Executive Support Officers and 2 Customer Services Administrators, providing exceptional support to the Senior Leadership Team in a confidential and fast-paced environment. This is your chance to gain valuable experience, develop essential skills, and be mentored by a team with a wealth of knowledge.

This is a fabulous opportunity, and you would be joining the team at a very exciting time as we are currently reviewing the service offer, to ensure we deliver continuous improvements to delivering excellent customer service. We are a team who are recognised to go above and beyond in all that we do.

Apprenticeship Summary

Successful candidates willjoin ourfast-paced and dynamicteams to provideCustomer Service and general administrative supportto a wide-range of customers.

You will be given on the job training to help you learna variety ofskills alongside yourapprenticeshipqualification.

Typical duties in the apprenticeship will involve:

• Answering and managing telephone calls
• Research of room bookings for one off meetings and reoccurring meetings
• Managing hospitality for external visitors
• Meet and greet of external visitors
• Raising motion requests
• Raising business world requests
• Collation of reports
• Printing documentation
• Reception – front of house (training initially)
• Drafting email responses
• Ordering goods and services
  
  

You will undertake the Level3 Business Administrator Apprenticeship.Further information for this apprenticeship can be found on: https://skillsengland.education.gov.uk/apprenticeship-standards/st0070-v1-0

This apprenticeship role is a fixed-term contract for21 monthsin line with the length of the apprenticeship training.

If you would like to know more beforeapplying,callus fora chat at024 7697 7406 or 024 7697 7524 wewould love to hear from you and explain a little more about working for the council and why it’s areally goodcareer plan as well as know a little bit about why you are interested.

Who are we looking for?

We are looking for individuals who can demonstrate;

• Care about delivering an excellent service to every internal and external customer.
• Excellent communication skills, confident in face to face, telephone, and written activity.
• Ability to support a diverse customer base.
• Ability to deliver in a fast-paced environment.
• Ability to respond to change positively.
• To be flexible to the needs of the service.
• Good IT skills.
• An understanding of the range of services provided by the council.
  
  

The application and selection process for candidates is as follows:

Stage 1–02/07/2025-Candidates will be shortlisted based on the answers given

Stage 2–09/07/2025-Pre-interview andMaths&English assessment*

Stage 3- 16/07/2025 -Final interview and work-related role play.

• (The pre-interview is a short session to give you further details of the apprenticeship role and to help you understand what to expect from and how to prepare for the final interview. You will also complete a short diagnostic assessment to check the level of Maths and English that you are currently working at and identify any support you may require).
  
  

If you need help or support to complete your application, please visit our accessibility page to learn about the assistance we can provide.

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition
  
  

For full details on the application process, please read the attached document on our jobs page labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification that the Council considers to be reasonable.

Did you know that there is support available to help you with your application?

If you would like support in completing your application or have any questions about our recruitment and selection processes, help is available at The Job Shop.

We would recommend that all applicants take advantage of this service in order to maximise the chances of being shortlisted.

Address: West Orchard Way, Coventry CV1 1FY

Phone: [phone]

Email: [e-mail]

Website: http://www.coventry.gov.uk/jobshop

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards & benefits package which includes:

• Flexible working arrangements
• An outstanding local government pension scheme
• Great opportunities to develop with access to accredited courses.
• Access to an award-winning Occupational Health Service
• Salary Sacrifice Scheme
  
  

Coventry City Council

Attached documents

• Nicole - Customer Services.pdf
• Liam - Customer Services.pdf
• Coventry City Council Application Process.pdf
• Job Description and Person Specification.pdf

Seniority level

• Seniority level

  Internship

Employment type

• Employment type

  Full-time

Job function

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  Other

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  Government Administration

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