Apprentice Customer Service Officer
Gravesham Borough Council · Gravesend
You’ll receive full training and support throughout your apprenticeship. You’ll start by getting to know the team, Council services and office environment, supporting with a range of admin tasks such as gathering information and pulling together statistics. As your confidence grows, you’ll gradually take on more customer-facing responsibilities and work towards becoming a confident Apprentice Customer Service Officer.
No two days will be the same! You’ll learn how to support customers, solve problems and help people access the services they need, while also gaining a broader understanding of how a busy office team works.
You’ll start by supporting experienced colleagues with administrative tasks and, as you develop your skills, you’ll take on more responsibility for speaking with customers by telephone, email and face-to-face.
Key Duties:
Learn about Gravesham Borough Council services and how they support local residents.
Support the team with general administrative tasks, including gathering information and statistics.
Develop your IT, organisation and communication skills.
Build your confidence in speaking with customers by telephone, email and face-to-face.
Progressively take on more responsibility for responding to customer enquiries.
Provide helpful and friendly advice and guidance to customers.
Help customers resolve queries and problems.
Work alongside experienced colleagues in a busy and supportive team.
Develop the skills and confidence to progress into a Customer Service Officer role.
Benefits
A minimum of 23 Days Annual Leave plus bank holidays.
Membership to Local Government Pension Scheme - Local Government Pension Scheme
Access to over 1000+ instant discounts from favourite retailers, restaurants, food delivery services and attractions via our benefits portal VivUp.
Career development, training opportunities and access to e-learning
Access to eye care vouchers and VDU Glasses
External Occupational Health service
Cycle to Work Scheme
Access to an employee assistance programme 24/7
Hybrid Working (minimum two days in the office per week)
Free parking
Octopus Electric Vehicles Salary Sacrifice Scheme
Important Information
Local Government Reorganisation
In April 2028 Local government in Kent is moving to a new unitary council structure. If you join us now, you will be employed by Gravesham Borough Council in the first instance, but staff are expected to transfer to the new organisation under TUPE arrangements in April 2028. This means your continuity of employment and existing terms and conditions will be protected.
Perks & benefits
Skills required
Excellent communication skills
Confident dealing with customers in challenging or emotional situations
Be confident using IT systems and learning new processes
Demonstrate a commitment to excellent customer service
Good IT skills, including Microsoft Office and customer management systems
Ability to work accurately under pressure
Qualifications required
GCSE or equivalent Maths and English at grade 4/C or above.
Training you'll get
As part of your Apprenticeship, you will be enrolled onto a nationally recognised Level 2 Customer Service Practitioner via our training partner, Learning Skills Partnership. Your Apprenticeship typically takes 15 months to complete and is fully supported through work based learning, this means that all training is done at the workplace eliminating the need to attend college. The successful candidate will be allocated a tutor who will provide a mixture of interactive online group teaching and 1-1 training monthly.
Future prospects
This is a fantastic opening to apply for permanent employment upon completion of the Apprenticeship.
The essentials
Hours, commitment and the dates that matter.
Training provider
Delivers the training for this role and manages your application.
