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Apprentice Customer Service Agent

Training Grade LLW £18,615 p.a.

Main area
Training Grade LLW £18,615 p.a.
Fixed term - up to 14 months
Full time 35 hours per week
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7 Newington Barrow Way, London, N7 7EP
Training Grade LLW £18,615 p.a.
29/07/2018 23:59

Customer Service – Contact Islington Apprenticeship Pathway

Salary: Training Grade LLW £18,615 p.a.

Location: Islington Council, 7 Newington Barrow Way, London, N7 7EP

Hours : Full time 35 hours per week

Islington Council offers a wide range of high quality Apprenticeship Pathways that combine working in a great job, comprehensive training and development opportunities, and a competitive salary.

Our Customer Service Apprenticeship Pathway consists of a 14-month opportunity to build on your problem solving and customer care skills, and apply your ‘can-do’ attitude whilst working towards a Customer Service qualification. Following the initial application process, successful applicants will join Islington Council’s call and contact centre, where you will work to deliver the Council’s corporate customer care standards.

Contact Islington is Islington Council’s call and contact centre and is a central point of contact for the Council’s customers. It is responsible for responding to requests and queries from customers in a way that is helpful, fair and efficient. This is achieved through excellent customer service and the delivery of key activities which are designed to meet the needs of our customers.  Working as part of a friendly and well respected team, your role will be varied and rewarding.

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

  • Work individually and as part of a team to respond to customer’s requests effectively and efficiently;
  • Liaise with customers directly via the phone, in writing or in person, as a friendly and knowledgeable representative of the Council
  • Learn key office and administration skills to ensure the smooth functioning of the team’
  • Using your knowledge and understanding of the Council’s policies and procedures to respond to requests;
  • Ensure customer’s needs are met quickly, confidently and positively;
  • Use problem-solving skills to provide advice and support to customer’s issues and concerns;
  • Develop strong professional relationships with your own team and with others we work alongside and to whom we provide services.

Training and Development – Within your role you will:

  • Complete a level 2 diploma in Customer Services funded by the Council. This will involve attendance at a college and/or completing tasks in the workplace (depending on specific course requirement) and will provide both practical and theory-based qualifications;
  • Join the Apprenticeship Pathway personal and professional development programme that will involve a series of varied development activities and events throughout your year with the Council

Working in Islington Council

We appreciate and value our employees and recognise the importance of a motivated and supported workforce. We will support your development through the activities mentioned above and through the ongoing support of your manager and a mentoring programme. In addition to the competitive salary and excellent annual leave package the organisation offers a wide range of benefits such as; discounted gym memberships, tax efficient childcare vouchers and cycle schemes, discounted theatre tickets and local discounts from restaurants and shops.

Moving on

After you have successfully completed your Apprenticeship Pathway you will have gained valuable workplace experience and attained a professional qualification which will improve your chances of finding work either within the Council or with another employer or help you move on to a higher level apprenticeship elsewhere. You will have networked across the Council and be aware of the internal job market during your time with us and we will provide support on your approach to the wider job market as part of your development programme.

The Customer Services Pathway is ideal for those who enjoy helping others and are passionate about good customer service.

To apply for this pathway, you must:

  • Be a 16+ Islington resident, Islington care leaver or former Islington secondary school student. We encourage applications aged 16-24; however, applicants of all ages will be considered.
  • Be unemployed/economically inactive (working no more than 16 hours a week).
  • Not currently be qualified in Customer Services at level 2 or above

Closing Date: Sunday 29th July 2018 at 23:59

Assessment Day: Wednesday 8th August 2018

Apprenticeship Start Date: September 2018

For an informal discussion about apprenticeships at Islington council please contact, Amadea Afful on 020 7527 2640 or email

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

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Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

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If you have problems applying, contact

020 7527 2849