Customer Experience Apprentice

What Your Apprenticeship Will Look Like

This apprenticeship is designed to give you a real understanding of how we support our customers, while helping you build confidence, skills and experience in a supportive environment.

You’ll be part of our Customer Services team from day one, with a dedicated manager and support network to guide you throughout your journey.

Learn Across Different Areas.

During your apprenticeship, you won’t just do one type of work.

Instead, you’ll gradually gain experience across different parts of the Customer Team, including Customer Services, Customer Relations, Customer Experience, and Data and Continuous Improvement — helping you build a broad set of skills and discover what you enjoy most.

You’ll get the chance to:

Speak to customers and help resolve everyday queries Support with more complex enquiries as your apprenticeship grows Get involved in improving how we deliver our services Learn how we use data to understand and improve customer experience

Responsibilities the Apprentice will with appropriate support and supervision…

To provide information, advice and services to residents on behalf of Cheshire West & Chester Council To efficiently and effectively use information technology, including a Customer Relationship Management system, MS Office applications, call centre technology and the internet, as well as shape its development in order to record and maintain an electronic record of customer details and their service requests To provide information and advice on services of the council, external agencies and organisations To take responsibility for resolving queries or completing action arising from customer enquiries to act as an advocate on behalf of the customer To work as part of the Customer Services Team to provide a cohesive service to the customer Flexible approach to working arrangements, including shift work between 8am and 7pm

Training:
An apprenticeship includes regular training with a college or other training organisation At least 20% of your working hours will be spent training or studying on employer sites or via Microsoft Teams Delivery is to be discussed with the training provider and the hiring manager must suit operational needs

Training Outcome:
On successful completion of the apprenticeship, the post
holder will progress to the substantive post of Customer Services
Representative. 

Employer Description:

Our work spans over 3,900 colleagues across hundreds of roles, professions and services, making us one of the most diverse and complex employers in the region. We are responsible for delivering a wide range of essential public services and strategic priorities that shape the places, communities and lives of our residents every single day.

From frontline delivery to professional, technical and corporate roles, our organisation brings together expertise from across disciplines to respond to the evolving needs of our borough — supporting people, strengthening communities and driving long-term change at scale.

Working Hours :
The apprentice will work within standard Council working hours, with the exact working pattern to be agreed at interview. Some flexibility may be required depending on service needs.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience