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Job Opportunity: Customer Contact Team Member
We are offering an opportunity to join our friendly customer contact team within Parking Services, offering a fair and inclusive service to our customers whilst being supported on the Customer Service Practitioner Level 2 apprenticeship to develop your skills and apply your learning in the above roles.
Wage: £20,932 a year
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday, 9.00am - 5.00pm but with some flexibility. 37 hours a week
Start date: Wednesday 30 September 2026
Duration: 1 year 5 months
Positions available: 2
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Apprentices will gain knowledge in all areas of the apprenticeship whilst gaining invaluable experience in the workplace in putting this learning into practice.
Over the course of your apprenticeship, you will split your time between 4 departments within the customer service area at Hove Town Hall. The teams you will work with will be:
- Blue Badge and Concessionary Travel Team: who are responsible for assessing and issuing blue badges and concessionary travel passes for eligible residents in the city. The team works with a diverse group of residents and visitors, mainly older and disabled, to support them with their travel needs.
- Parking Customer Service Team (Permits): who are responsible for processing and approving parking permits within the city, as well as managing the customer service phone line 5 days a week.
- Penalty Charge Notice Team (PCNs): who are responsible for reviewing PCN appeals as well as processing payments for PCNs, dealing with incoming correspondence and managing the debt recovery process.
- Fraud team: who are responsible for investigating the misuse of permits and Blue Badges and concessionary travel.
We are looking for an enthusiastic, self-motivated individual with good communication and teamwork skills to join us in our award-winning service. This role is an apprenticeship, so you will gain your Level 2 Customer Service Practitioner apprenticeship qualification while working at the Council.
You will:
- Learn to deal tactfully with all enquiries from members of the public, other officers, contractor staff, and process these in accordance with the set procedures.
- Learn how to respond to verbal and written communications, and produce information regarding parking schemes, ensuring customer satisfaction and an understanding on the customer journey.
- Learn to use and maintain internal systems to record confidential customer information, to monitor customer service levels and to meet their needs.
- Learn to issue Parking Permits or Blue Badges and Concessionary Bus Passes/Taxi Vouchers in accordance with the regulations of the scheme/internal processes.
- Learn to advise the public on the correct usage of Parking Permits or Blue Badges and Concessionary Travel Passes.
- Learn how to interpret and apply relevant team policies.
- Learn how to and carry out all administration in connection with either Parking Permits or Blue Badge Scheme and Concessionary Travel Scheme.
- Learn to receive/record payments and issue receipts as necessary, learning and having due regard to audit requirements.
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This is a large, friendly team who support each other work together with a customer focus. The team value apprentices & have experience of supporting them through the programme.
Where you'll work
Hove Town Hall
Norton Road
Hove
BN3 3BQ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider:
CHICHESTER COLLEGE GROUP
Training course:
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
- Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
- Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
- Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
- Demonstrate patience and calmness.
- Show you understand the customer’s point of view.
- Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
- Maintain informative communication during service recovery.
Training schedule
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The Customer Service Practitioner Apprenticeship at level 2 is run by Chichester College Group who is responsible for supporting you with your learning and carrying out assessments
- You will learn all the knowledge, skills and behaviours in the apprenticeship standard and once you are competent in all these areas, you will take an End Point Assessment before successfully completing
- You will receive support from a nominated mentor, throughout the duration of the Apprenticeship
- Delivery will be via online workshops, assessor meet/visits every 4-6 weeks, three way review with manager, apprentice & the college every 8-12 weeks, plus other off the job learning during contracted hours
- Functional Skills in English and maths if required
Requirements
Desirable qualifications
- GCSE in:
- English (grade A-E, 2-9)
- Maths (grade A-E, 2-9)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Analytical skills
- Team working
- Initiative
- Patience
About this employer
We are one of the largest employers in Sussex employing around 8,000 staff who deliver more than 700 services to local residents. Working for us is more than just a job. It’s all about making a real difference to people’s everyday lives. We firmly believe that our staff are our greatest asset and it’s important to us that they are happy, healthy and productive at work. We are an accredited Living Wage employer and offer a range of financial and non-financial benefits.
http://www.brighton-hove.gov.uk (opens in new tab)
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
- Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- Potential opportunities to progress within the council into further employment, whether in the service or in the wider council
Ask a question
The contact for this apprenticeship is:
Brighton and Hove City Council
Jasmine Miles
jasmine.miles@brighton-hove.gov.uk
The reference code for this apprenticeship is VAC2000038164.
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