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Apprenticeship - Customer Service Officer

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 29/07/2018 23:59
£4.20 - £7.83 per hour (Depending on age - please refer to advert)
Hours per week:
Job Category:
Vacancy ID:
Employment Location:
Council Offices, Badminton Road, Yate, Bristol, BS37 5AF
Post Number:

Job details 

Closing date:
29 Jul

Please note

This job is closed for applications.

Further information

Summary of Post

A new and exciting apprenticeship has become available in Community Care and Housing department within the Contact Centre as a Customer Service Officer Apprentice.

Within this role you will assist the Department in meeting the needs of disabled adults and older people and provide administrative support for this function.

You will be trained on how to receive and process telephone and postal contacts in responding to them and signposting to appropriate agencies, and/or collecting and processing relevant information on people’s needs to enable an appropriate professional to complete an assessment and/or review of their needs.

As an apprentice you will receive supervision and guidance from your workplace supervisor, and will have a workplace mentor to support you. This is a limited term contract for 13 months, where you will undertake a Level 2 in Customer Service Practitioner. This apprenticeship is completed within the workplace with no requirement to attend college unless you need to gain your Functional Skills in English and/or Maths.

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. These will take place at SGS College, Filton Avenue, Filton, Bristol, BS34 7AT week commencing 6th August.

The team operates from Badminton Road, Yate.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

To provide a telephone answering service for the hours the Contact Centre is open. This involves dealing with queries from the public, service users, and the following range of staff – Community Care Department staff, housing staff, Department of Works & Pensions, health staff, including district nurses, GPs, health visitors, OTs and other professionals.

To take calls for safeguarding concerns and gather the appropriate information.

To take contacts over the telephone, gathering all information as appropriate. This will involve careful and sensitive discussion with the caller. This may include contacting other people to gain full information. Information will be recorded on the AIS database.

To process the information collected from telephone, postal and faxed contacts so that the client receives a high quality prompt assessment. This may involve requesting work from other teams, following this up, keeping accurate records of all work administered and carrying this work through to completion.

To recommend to the appropriate professional, based on the information they have collected, whether the case should be treated as urgent, and workflow the information to the appropriate professional immediately.

To follow up written contacts with telephone calls, as directed by the Customer Service Desk Manager, to gather further information or redirect the caller as necessary.

To give callers information over the telephone and redirect them to other services that may be able to meet some or all of their needs. The post holder will need to have a thorough knowledge of the services provided by the Community Care Department, the services provided by (or with) partner agencies such as the Primary Care Trust, other services across the Council, and services provided by external agencies and the voluntary sector.

To ensure a high standard of administration for the desk, including maintaining statistical information.

To liaise with care management, social work OT, Learning Difficulties teams, Mental Health Teams and other Council staff, ensuring a clear flow of information. The post holder is required to have good organisational skills to ensure liaison takes place.

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.


• Must hold a minimum of 3 GCSE A*-C (or Grade 4-9) or equivalent qualification in English and Maths or be willing to work towards gaining a Level 2 in English and Maths

• Ability to work alone and use initiative

• Good communication and customer care skills

• Can be adaptable, flexible and work well with others

• Good word processing and keyboard skills

• Able to work well under pressure

• Good organisational skills


• Experience in using database systems to look up and input information.

• Experience of dealing with the public over the telephone

Additional Information

As this post is a front line service, the contact centre will need to be staffed during opening hours, which may affect and influence the ability to use flexi time.
Current opening hours of the contact centre are;
8.30am – 5.00pm Mon- Thurs
8.30am – 4.30pm Friday

Please note that you will be expected to undertake a basic skills assessment as part of the selection process. These will take place at SGS College, Filton Avenue, Filton, Bristol, BS34 7AT week commencing 6th August.

This is a limited term contract for 13 months.

Age Hourly rate Annual salary
Aged 25+ £7.83 £15,106
Aged 21-24 £7.38 £14,238
Aged 18-20 £5.90 £11,383
Under 18 £4.20 £8,103

Salary: NMW

Hours: 37

Closing Date: 29th July 2018

Vacancy Ref: SGC1271/826/BB

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

Our Values

As an employee of South Gloucestershire Council you will be expected to have a ‘can-do’ attitude and adapt to the fast pace of change. You will strive to work well with others to reach a common goal and embrace a partnership and inclusive approach to delivering efficient and effective services. You will use your initiative to deliver and take responsibility for your performance to help the team, department and council to achieve its goals and make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services.

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