Customer Services Apprentice

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Customer Services is one of the largest departments in Coventry City Council and are the front face of the organisation. We are usually the first port of call for customer enquiries across the council. Our fast-paced telephone teams deal with thousands of calls and emails a week, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation.

You may be based in one of several locations, we have a Customer Service Centre right in the heart of the city; Friargate – a large purpose built office by the train station along with several reception points across the city.

Joining Customer Services is a really good stepping stone into a long term career with the Council, depending on the role you are offered you will learn about other parts of the organisation

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

Our Values

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

What is the job role?

Kickstart Your Career with Customer Services!

Become a Customer Services Apprentice – Your Future Starts Here!

Are you ready to launch a career that makes a real difference in your city? Customer Services is offering multiple exciting apprenticeship opportunities across our dynamic teams – and we want YOU to be part of it!

Whether you\’re passionate about helping people, curious about how Customer Services runs behind the scenes, or eager to build skills that open doors to long-term career success, this is your chance to shine.

Why Join Us?

• Work with over 20 different teams providing fast-paced services.

• Gain hands‑on experience in customer‑facing roles and administrative support – not all roles involve direct contact!

• Be part of a service that supports over 40 Council functions – from housing and highways to elections and social care.

• Receive on-the-job training while completing a Level 3 Business Administration or Customer Services specialist Apprenticeship, depending on your placement.

This apprenticeship role is a fixed‑term contract of 21 months, in line with the duration of the apprenticeship training.

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

What You\’ll Be Doing

Depending on your placement, you could be:

• Answering customer enquiries via phone, email, or face-to-face

• Raising service requests using customer relationship management and internal systems

• Managing team inboxes and prioritising tasks

• Ordering goods and services, raising invoices

• Supporting project and improvement work with administration and data analysis

• Publishing updates and maintaining information platforms

• Performing basic financial and statistical calculations

Learn, Grow, Thrive

You’ll be supported every step of the way by experienced colleagues and mentors. This apprenticeship is more than a job – it’s a gateway to a rewarding career with the Council. Many of our apprentices go on to secure permanent roles with potential to grow into leadership positions.

Where You’ll Work

From our buzzing Telephone & Digital Contact Centre to specialist teams like Resident Experience, Risk & Assurance, and Community Support, you’ll be placed where your strengths shine and your potential grows.

Ready to Make an Impact?

If you’re enthusiastic, eager to learn, and want to be part of something bigger – apply now and start your journey with Customer Services. Your future is calling. Answer it!

Is this something you might be interested in?

If you would like to know more before applying, call us for a chat on 024 7697 7410 we would love to hear from you and explain a little more about working for the council and why it’s a really good career plan as well as know a little bit about why you are interested.

Who are we looking for?

We are looking for individuals who can demonstrate;

• Care about delivering an excellent service to every internal and external customer.
• Excellent communication skills, confident in face to face, telephone, and written activity.
• Ability to support a diverse customer base.
• Ability to deliver in a fast-paced environment.
• Ability to respond to change positively.
• To be flexible to the needs of the service.
• Good IT skills.
• An understanding of the range of services provided by the council.

Closing date is midnight on Sunday 4th January 2026.

The application and selection process for candidates is as follows:
Stage 1–08/01/2026-Candidates will be shortlisted based on the answers given
Stage 2–13/01/2026-Face to face Pre-interview and Maths & English assessment*
Stage 3- 23 & 26 & 27/01/2026 -Final interview and work-related role play.

(The pre-interview is a short session to give you further details of the apprenticeship role and to help you understand what to expect from and how to prepare for the final interview.

All applicants will be required to undertake an initial assessment prior to being invited to final interview to ensure they have a minimum level of maths and English to be able to achieve Level 2 if required.

You will undertake the Level 3 Business Administrator Apprenticeship or a Customer Services specialist Apprenticeship. Further information for this apprenticeship can be found at https://skillsengland.education.gov.uk/apprenticeship-standards/st0070-v1-0.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

Guaranteed Interview Scheme

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you\’ll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

For full details on the application process please read the attached document on our jobs page labelled \’Coventry City Council Application Process\’. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.

Did you know that there is support available to help you with your application?

If you would like support in completing your application or have any questions about our recruitment and selection processes, help is available at The Job Shop.

We would recommend that all applicants take advantage of this service in order to maximise the chances of being shortlisted.

Address: West Orchard Way, Coventry CV1 1FY
Phone: 024 7678 5740
Email: jobshop@coventry.gov.uk
Website: http://www.coventry.gov.uk/jobshop

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards & benefits package which includes:

• Flexible working arrangements
• An outstanding local government pension scheme
• Great opportunities to develop with access to accredited courses.
• Access to an award-winning Occupational Health Service
• Salary Sacrifice Scheme