Luton Borough Council
Customer Services Advisor Apprentice
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About The Job
Salary:
Hours Per Week
Contract type: Apprenticeship
As a Customer Services Advisor Apprentice at Luton Council, you will play a key role in supporting residents and customers by resolving and processing a wide range of enquiries and service requests across council services. You will learn how to identify and understand customer needs while delivering a professional, polite, and customer-focused service to both internal and external customers.
The role will involve using a variety of ICT systems to maintain and update customer records, produce accurate service requests, and create concise written reports following customer conversations or interviews. You will also be responsible for verifying customer identification in line with data protection requirements and escalating any potential fraudulent activity to a Team Leader or Supervisor.
You will develop valuable communication and problem-solving skills by negotiating with customers and considering individual circumstances to help achieve positive outcomes. The role will also include processing payments using cash, cheque, credit, or debit cards and reconciling systems accurately.
As part of the apprenticeship, you will support customer satisfaction initiatives by assisting with surveys and providing feedback to Team Leaders on areas where services can be improved. You will also help customers access the right support by signposting them to the appropriate services across the council.
The post includes a range of administrative duties to support the delivery of an efficient and effective customer service function.
Please note this role does not attract sponsorship.
About You
We are looking for someone who is enthusiastic, customer-focused, and eager to learn and develop within a busy customer service environment.
You will ideally have some experience of working in a customer care environment or dealing with enquiries from the public, either face to face or over the telephone. You should be confident communicating with a wide range of people in a polite, professional, and tactful manner.
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The successful candidate will be able to gather information, establish facts, and use problem-solving skills to support customers effectively. You should be able to work within defined procedures while demonstrating good attention to detail and using your own initiative when appropriate.
You will need to be comfortable using Windows-based computer systems and have good keyboard skills, alongside the ability to produce clear and accurate written notes and carry out administrative tasks such as scanning, indexing, and document handling. Good numeracy skills are also important, including the ability to carry out basic calculations.
We are looking for someone who can quickly learn and adapt to new procedures and information, with a willingness to contribute positively to the team and customer experience. The ability to speak a second language that reflects Luton’s diverse communities, such as Bengali, Urdu, or Polish, would be an advantage.
You must have a good standard of spoken and written English and demonstrate an understanding of equality and diversity, including how discrimination can affect service delivery and the people we work with.
Applicants should have GCSE English and Maths at pass level, or be willing to work towards achieving these qualifications as part of the apprenticeship.
You should also be flexible in supporting the needs of the service, including adjusting working hours during busy periods when required. Candidates must have lived in the UK for the last three years and be able to travel across the borough as necessary to maintain service delivery standards.
About Us
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed, and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
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We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough.
Application Process
On occasions, we may close a vacancy early due to a very high number of applications being received.
Benefits
We offer a range of excellent staff benefits which include:
- From 25 to 32 days’ annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 19.2 per cent (at April 2026) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse, and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support, and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants, and salons
- Arriva Travel Club: great value savings on local bus travel
How To Apply
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply' page has more tips to help with your application: How to apply
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