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Customer Service Apprentice (Floating Support Service)
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Customer Service Apprentice (Floating Support Service)
Sandwell Metropolitan Borough Council
Location: Smethwick (B66 1JE)
Closing Date: Monday 19 October 2026 at 11:59pm
Posted on: 5 October 2026
Summary
An exciting opportunity has arisen to join Sandwell Council's Floating Support Service. This rewarding role will support vulnerable residents to maintain independence, access services and improve their wellbeing. You will gain valuable skills whilst supporting individuals and families with housing-related and independent living needs.
Wage: £15,392 for your first year, then could increase depending on your age
Training Course: Customer service practitioner (level 2)
Hours: Monday - Friday, 9.00am - 5.00pm. 37 hours a week
Start Date: Tuesday 1 December 2026
Duration: 1 year 3 months
Positions Available: 1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
As an Apprentice in the Floating Support Service, you will learn how to:
- Support customers to access services and maintain independent living.
- Assist with assessing customer needs and helping to develop support plans.
- Provide advice, information and signposting to appropriate services.
- Help customers access education, training, employment and community opportunities.
- Work with partner organisations including housing providers, health services and voluntary agencies.
- Maintain accurate records and case notes using council systems.
- Assist with gathering information, monitoring outcomes and producing reports.
- Support customers to maximise their wellbeing and independence.
- Promote equality, inclusion and excellent customer service at all times.
- Develop effective working relationships with customers, colleagues and external organisations.
- Provide general administrative support to the Floating Support team.
- Assist with arranging meetings, taking minutes and maintaining accurate records.
- Support the preparation of documents, correspondence and customer information.
Where you'll work
Independent Living Centre
100 Oldbury Road
Smethwick B66 1JE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
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Training Provider
SANDWELL COLLEGE
Training Course
Customer service practitioner (level 2)
What you'll learn
- 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.
- Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- 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
Customer Service Practitioner Level 2. The apprenticeship training will be delivered in the workplace, and you will receive visits from a college assessor. The apprenticeship will also include off-the-job training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Fire Awareness, Prevent, Safeguarding, Data Protection & Cyber Security and Equality & Diversity. Off-the-job training will follow the time allocations outlined in the Occupational Standard.
Requirements
Essential Qualifications
- GCSE in: English Language (grade A-C/9-4)
- GCSE in: Maths (grade A-C/9-4)
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
- Team working
- Patience
- Maintain confidentiality
- Data Protection
- Flexible attitude
- Able to prioritise
- Willingness to learn
- Reliable
- Empathy
- Time management
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Other Requirements
- Proof of qualification certificates will be required during the recruitment process.
- This role involves working with vulnerable individuals and families. Please be aware that you will come into contact with sensitive and confidential information, of which data security must be maintained.
- You must be prepared to adhere with Council Policies including the Data Protection Act.
- The successful applicant will be required to undertake a DBS check.
- The role may involve travelling across Sandwell to support customers and attend meetings.
- We reserve the right to close vacancies prior to their advertised date, if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible.
About this employer
Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services.
Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide. http://www.sandwell.gov.uk
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay opens in new tab.
This apprenticeship is a fixed term 15-month contract. However, the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector.
Ask a question
The contact for this apprenticeship is: SANDWELL COLLEGE
The reference code for this apprenticeship is VAC2000057281.
Apply now
Closes in 13 days (Monday 19 October 2026 at 11:59pm)
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