Customer Service Apprentice -Access Islington in City of London

Access Islington - the customer facing teams of Islington Council are hiring apprentices to work in our hubs and call centre whilst studying for Level 2 Qualification in Customer Service. The role encompasses front facing customer service, speaking to Islington residents on a daily basis from our hubs and over the phone.

Do you enjoy working with people and the public? Do you have a keen eye for detail and interested in problem solving? Are you kind, resilient and non-judgemental? Do you want to work in a busy environment and put our residents at the heart of everything you do? If so then read on...

Islington Council offers a wide range of high-quality apprenticeships. Our apprenticeships combine working in a great job, with training, development, and a competitive salary. You will be given dedicated time in your working week to focus on your studies. You will also have access to a network of colleagues from within the organisation and tutors to support your learning.

The Customer Service apprenticeship consists of an 18-month opportunity to learn and to provide support to the Access Islington team. We are responsible for Islington Council's front door, call and service centre and the central point of contact for the Council's residents. You will gain an understanding of the work of the team and will work in a supported learning environment whilst working towards a nationally recognised Level 2 Customer Service apprenticeship.

To apply for this apprenticeship, you must:

• Be aged 16 or above
• Be an Islington resident or Islington care leaver or Islington school leaver in the last 12 months

You will also need to satisfy the following course entry requirements:

• Not already have a qualification at the similar level or above in this apprenticeship subject
• Not have extensive skills or experience in this apprenticeship subject
• Pass the course entry tests for example in Maths and English

Closing Date: Sunday 15th November 2026 at 23:59

Interview date: December 2026

Apprenticeship Start Date: From January 2027

The Job - Working as a Customer Service Apprentice for the Council you will:

• Respond to customer enquiries via phone and in person
• Assist with data collection
• Record resident applications, actions and decisions on our IT systems. Training will be provided
• Use various software to carry duties including Word, Excel and our internal systems as necessary. Training will be provided.

Training and Development - As part of your role you will:

• Complete a Level 2 Customer Service Practitioner apprenticeship qualification.
• Study Maths and English if you have not already achieved a GCSE or Level 2 equivalent.
• Participate in the Councils apprenticeship network and various development activities.
• Have access to a buddy/mentor.

Application guidance, hints and tips will be provided, including the opportunity to hear from our ex-apprentices. After you have successfully completed your apprenticeship, you will have gained valuable workplace experience and attained your level 2 qualification. This will improve your chances of finding work within the Council, with other employers or help you move on to a higher-level apprenticeship.

For an informal discussion about apprenticeships at Islington council please email [email protected]

If you are an Islington resident who would like support with your application, please contact the iWork Team on 020 7527 3559 or email [email protected]

Working for the team, service and our organisation Islington is a place rich with diversity and culture. As a council our sense of purpose couldn't be clearer: we serve. It's in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive. To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out 'CARE', which is what we think public service is all about.

Our offer to you We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people.

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35-hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!

Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Workforce Equality, Equity, Diversity and Inclusion Statement We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero-tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone's identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Pre-Employment Checks Any offer of employment will be subject to the successful completion of required pre-employment checks. These may include:

• Proof of address
• Evidence of any name changes (if applicable)
• Right to work in the UK
• Overseas criminal record check (if applicable)
• Satisfactory references
• Occupational Health clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable)

Safeguarding We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expect all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Disability Confident Scheme Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.