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Business Support Apprentice
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About the Role
The successful applicant will work as part of a team ensuring that all customers are provided with a first class, professional, understanding service and to assist with and answer any queries. You will also provide general clerical and administrative support to the Customer Support Team as required.
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- To provide general business/administrative support to the Customer Service Team and the Facilities Team including document management (filing, scanning, copying), being the first point of contact on the phones and monitoring various email inboxes.
- As an apprentice you will spend approximately one day per week working towards your qualification or taking part in training and development activities. It is required that you commit to the formal training as well as the on-the-job aspects.
- To provide efficient and effective customer service to all customers who are contacting the Council by a personal visit to reception and customer access points, e-mail, in writing or by telephone.
- To provide a ‘triage’ first contact service for customers and helping them interact with local authority services, on-site partners and third-party providers where appropriate
- To maintain and update databases (internal and external) and other information systems as required.
- Raising Purchase Orders, Invoices and GRNs
- To open, and scan post to relevant members of the council.
- To undertake other duties such as the line Manager determines, commensurate with the grade, including special projects.
- To provide high levels of customer service for our residents, staff, managers and external partners, so that they are made to feel warm, welcome, wanted and cared for.
- To book and conduct customer appointments regarding Revenues and Benefits enquiries where customers need assistance, liaising with Capita’s team and Citizens Advice where necessary.
- To prepare and issue visitor badges for meetings with local authority officers and on site partners.
- To meet the requirements of the customer satisfaction process by promoting the completion of surveys and following agreed procedure
- To receive occasional post and deliveries on reception.
- To promote self-service and channel shift in line with the digital strategy, supporting customers with self-service facilities, web based and physical.
- To work towards meeting performance targets and quality assurance requirements for the Customer Support Team.
- To co-operate with the implementation of new services/processes into the team and help ensure that all arrangements, systems and resources are in place to enable services to be delivered in a customer focussed and business-like way.
- To ensure all forms, literature and information sheets are kept replenished and tidy. Undertake regular liaison with services to ensure all publications are up to date and the most recent publications.
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Where you'll work
Civic Offices
Harlington Way
Fleet
GU51 4AE
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
WAVERLEY BOROUGH COUNCIL
Training course
Business administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
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Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Training schedule
This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Essential qualifications
GCSE in:
English (grade 4 or equivalent)
Maths (grade 4 or equivalent)
Desirable qualifications
BTEC in:
Customer Service (grade Pass)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
At Hart, you’ll find yourself working in a friendly atmosphere alongside supportive people. We're a dynamic organisation that encourages innovation, modern technology and smarter working arrangements. We offer an excellent employment package with favourable terms and conditions, many opportunities to develop and a competitive salary and pension. We value the ideas of our staff and give them the flexibility they need to achieve a healthy work-life balance. In turn, we believe this enables greater job satisfaction.
https://www.hart.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.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
The potential to apply for a full time position within the council.
Contact information
The contact for this apprenticeship is:
WAVERLEY BOROUGH COUNCIL
wtsadmin@wts.org.uk
The reference code for this apprenticeship is VAC2000047917.
Closes in 15 days (Friday 28 August 2026 at 11:59pm)
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