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Customer Service Apprenticeship
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Job Description
About the Role
To provide a high quality, multi-disciplined and effective customer service ensuring that any enquiry is responded to in a timely, accurate and efficient manner.
What You'll Do at Work
- Receive and assist customers visiting and contacting the Council via any means of communication to the highest standards of customer care.
- Provide customer services across a range of functions on behalf of the council and partner organisations as required.
- Record all contacts in the CRM System.
- Use comprehensive IT systems to manage enquiries, access information and to provide customer update information on outstanding enquiries.
- Actively encourage and promote the use of the self service, supporting customers to do so face to face and over the telephone in a call centre environment.
- At all times, act as an ambassador for the customer service centre and South Kesteven District Council and assisting communications and/or liaison with staff in service sections, senior management, Councillors, members of the public and other agencies.
- Proactively help to resolve complaints including them on the CRM database and advising customers of applicable Complaints Procedures.
Where You'll Work
The Picture House
St. Catherines Road
Grantham
NG31 6TT
Training Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training Provider
GRANTHAM COLLEGE
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Training Course
Customer service practitioner (level 2)
Understanding Apprenticeship Levels
Understanding apprenticeship levels
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.
- 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
Training will be a mixture of in the office and college at times agreed by all 3 parties.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Team working
- Creative
- Non judgemental
- Patience
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Our Vision
Our vision is to "be the best district in which to live, work and visit." To achieve this promise, we are building an organisation with a strong internal culture. Our values determine how we behave and deliver services to our residents and businesses and how we interact with each other, and we believe that our values are just as important as skills.
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.
Earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
Employment
Continue in employment with the SKDC providing there is an opportunity for this.
Contact Information
The contact for this apprenticeship is: GRANTHAM COLLEGE
Reference Code
The reference code for this apprenticeship is VAC2000043656.
Application Deadline
Closes in 13 days (Thursday 6 August 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.
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