Customer Service Apprentice

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.

What you'll do

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.

Training

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.

After the apprenticeship

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.

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

Qualifications

• Essential: GCSE, English Language (grade A-C/9-4)
• Essential: GCSE, Maths (grade A-C/9-4)

Things to consider

• 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 the 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.

Apprenticeship details

• Course: Customer service practitioner (level 2), Sales, marketing and procurement
• Apprenticeship level: Intermediate (level 2)
• Training provider: SANDWELL COLLEGE
• Expected duration: 1 Year 3 Months
• Hours: 37 hours a week. Working week: Monday - Friday, 9.00am - 5.00pm.
• Start date: 1 December 2026
• Positions available: 1
• Wage: £15,392 a year