Job Description

Salary - Grade
GBP 29,703 29703 - Scale 2
Contract Type
Apprenticeship
Contract Length
15 months
Contracted Hours
Full Time - 36 hours per week
DBS Required
No
Department
Climate, Homes and Economy
Service
Customer Services
Closing date
25/05/2025

This is a Customer Services Apprenticeship within the Customer Service team.



The Council prides itself on offering high levels of customer service to its residents and external services.



This role is a perfect entry position for anyone with an interest in pursuing a career in Customer Service as well as a career within Public Services.


As a Customer Services Apprentice, you will be the first point of contact for customers. This will mainly be via the phone but not limited to, also face-to-face or over social media.You will interact with customers primarily over the phone, but also in face to face and through social media.



You will respond to requests in a professional manner that effectively addresses the concern raised. You will also complete such takes as responding to residents enquiries, re-routing calls and undertaking customer verifications via internal ICT systems. You will support the team to meet corporate targets for first-call resolution and other key metrics.



Hackney Council's Apprenticeship Programme is designed to create quality opportunities for Hackney residents and school leavers. All of our programmes last at least 14 months and combine work, training, and study towards a recognised qualification in a relevant subject. As an apprentice with us, you will receive a competitive salary, holiday entitlement and a package of support. You will spend at least 6 hours of your working week on your qualification or taking part in training and development activities.



We are looking for candidates with:



- Passion and enthusiasm



- Reliability



- Good communication skills



- A desire to deliver a high-quality service to Hackney residents



- The ability to form good working relationships with others



- A commitment to undertake a qualification



To find out more about what it is like to be an apprentice at Hackney Council - check out our Apprentice Blog.

Eligibility for this apprenticeship:

For this position, you will either:



Already hold at least a Level 1 or GCSE A*-D / 4-9 in Maths and English



OR



Be willing to complete this during your apprenticeship training.



If you hold an Education, Health and Care Plan (EHCP), a statement of special educational needs (SEN) or a learning difficulty assessment (LDA) these criteria may not apply and you will be assessed individually

You will not be eligible

for the apprenticeship if you

already hold an equivalent level Customer Service qualification.

You must also meet at

least one

of the additional set criteria for eligibility for our apprenticeship positions:

- You are a current resident of the London Borough of Hackney


- You are a current student at a Hackney education institution (school, college, university, PRU/alternative provision, Adult Learning provision)



- You are a former student at a Hackney secondary education institution and completed at least one GCSE or equivalent Level 2 qualification there



- You are a current or former recipient of Hackney leaving care services.

To access Apprenticeship training funding you must also:

- Hold a British/EEA passport or have permission from the UK government to live in the UK AND



- Have been resident in the UK or EEA for at least the last three years. If you are a resident of the EEA, you must have settled or confirmed settled status in the UK.

You must be able to evidence that you meet the eligibility criteria. Please ensure that you have read the eligibility criteria in the & Person Specification. You will not be eligible if you cannot provide this evidence.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.

Please refer to the attached for more information on what is required and the role you're applying for.

This application process replaces a supporting statement.

Closing date for applications: 25 May 2025 (22:59)

Eligibility & Assessments:

w/c 26 May 2025

Interviews: 16 - 28 June 2025

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.



Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently underrepresented in our workforce.



The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworksjobs@hackney.gov.uk