Apprentice - Customer Service

Internal Applicants Only Salary: £27,781.74 p.a. inc. London weighting
Contract: Fixed term (18 Months)
Hours of work: 36 hours per week
Location: Civic centre and other locations from time to time

The Post Brief description of the role

Working in the Corporate Contact Centre Housing Benefit Team. Providing a professional first point of contact and working effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of Council services which may include: Switchboard, Housing Benefit, Resident Support Fund, Food bank and MyAccount enquiries amongst others.

Key functionalities

• To take ownership and appropriate action to resolve enquiries within agreed levels of empowerment over the phone and email.
• To efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, provide updates, log complaints and handle transactions in accordance with protocols for data entry and compliance.
• To work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment.
• To keep up to date with legislative, policy and procedural changes to deal effectively and efficiently with customer enquiries, complaints or transactions.

The Person

We are looking for someone who is keen to learn, and can demonstrate the following:

• An understanding of the importance of providing excellent customer service as well as having good written and verbal communication skills.
• A people person who is great at problem solving.
• A team player with an interest in developing a career in customer service.

You will also need to show your interest in local government and the delivery of public services, as well as a flexible and positive approach to work.

Qualifications required

English and Maths GCSE L4 or Grade C and above or the Functional Skills equivalent.

Knowledge of Microsoft Word, Excel and Outlook is desirable as well as the ability to learn a range of IT systems and databases.

The apprenticeship

Below is the Apprenticeship Standard you will be working towards.

Simultaneously undertaking a comprehensive study programme towards your Customer Service apprenticeship. You will gain valuable knowledge and skills which will be an asset to the council and your career. Our apprenticeship scheme offers significant assistance with training and provides the opportunity to improve skills for future career opportunities.

Why join us?

• At Brent we will pay you an LLW salary, whilst you learn on the job and attend training.
• Fully funded apprenticeship training programme (training fees are fully funded).
• Up to 33 days annual leave (depending on length of service) plus bank holidays.
• Excellent pension with generous employer contributions (LGPS).
• Hybrid and flexible working options available for most roles.
• Supportive family-friendly policies for parent, guardians, and carers.
• Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme.
• Financial support such as education sessions, childcare deposit loans, and season ticket loans.
• Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities.
• Learning and development opportunities to help you grow your career.
• Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment.

Closing Date

Sunday 29th March 2026

Assessment & Interview Date

April 2026

Application instructions

To apply, please start by clicking the 'Apply Now' button below. You must provide a supporting statement as part of your application that clearly shows how you meet the criteria on the Person Specification. A CV can be provided in support of your application, but a supporting statement is required.

Internal Only

This position is only open to current employees of Brent Council or Temporary Agency Workers currently working in Brent Council. External candidates are not permitted to apply for internal only roles.

Diversity, EEO and Safeguarding

Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourages applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.

We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances.

Data Protection

The information we collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details of how your information will be used by us and Cifas and your data protection rights can be found here.

Disability Statement

Brent is a disability confident employer and welcomes applications from people with all disabilities, including 'non-visible' disabilities and mental health conditions. We will interview any disabled applicant who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact us.