Salary: £7.55 p.h.
Hours per week: 37
Contract type: Apprentice
As a Customer Services Advisor Apprentice at Luton Borough Council, you’ll play an important role in helping residents, visitors, and colleagues access the information and services they need. You will learn how to deliver a high-quality, customer-focused service by resolving and processing a variety of enquiries and service requests across multiple council departments.
Working as part of a supportive team, you’ll communicate politely and tactfully with both internal and external customers, identifying individual needs and ensuring every interaction is handled with care and professionalism. You’ll operate a range of ICT systems to maintain and update customer records, create accurate service requests, and produce concise written summaries of conversations and interviews.
Your role will also involve verifying customer identification, handling payments securely, and ensuring full compliance with data protection principles. You’ll be expected to recognise and refer any potential fraudulent activity to a Team Leader and to negotiate effectively with customers to reach satisfactory outcomes.
In addition, you’ll support the council’s commitment to service improvement by assisting with customer satisfaction surveys and providing feedback to help identify areas for development. You’ll also help customers reach the right point of contact within the council, building a strong awareness of the wide range of services we provide.
This apprenticeship offers the opportunity to gain valuable hands-on experience in customer service, administration, and local government operations — while working towards a recognised qualification and contributing to making a real difference in the local community.
‘An apprenticeship role combines gaining skills and experience on the job with gaining the underpinning knowledge through bespoke training. To be eligible for the funding for training, you must have been resident in the UK for 3 years. Please call Luton Adult Learning 01582 490033 or email apprentices.enquiries@lutonacl.ac.uk if you need further clarity
Please note this role does not attract sponsorship.
You’ll be someone who enjoys helping others and takes pride in delivering excellent customer service. With a friendly and approachable manner, you’ll be able to deal with enquiries from members of the public both face to face and over the phone, communicating politely, clearly, and tactfully at all times.
You’ll have some experience in problem-solving and establishing facts to help customers find the right solutions. You’ll be confident using Windows-based computer systems, able to maintain accurate records, complete administrative tasks such as scanning and indexing, and produce concise, detailed interview notes. A good level of spoken and written English is essential, along with basic numeracy skills to carry out straightforward calculations for customers.
You’ll be quick to learn and able to follow new procedures and information accurately. You’ll understand the importance of equality, diversity, and inclusion in service delivery and the impact this has on colleagues and the local community.
You will either hold GCSE passes in English and Maths or be willing to work towards achieving these as part of your apprenticeship. Flexibility is important — you should be willing to adjust your working hours to meet the needs of the service, particularly during busy periods.
As the role may require travel across the borough, you’ll need to be able to do so when required to ensure consistent service delivery. You must also have been a UK resident for the past three years to meet apprenticeship eligibility requirements.
This is a public facing role so you’ll need to show off your fluency in speaking and writing English.
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough
On occasions, we may close a vacancy early due to a very high number of applications being received.
We offer a range of excellent staff benefits which include:
– From 25 to 32 days’ annual leave: linked to length of service and grade
– Buying annual leave scheme: buy up to 20 days additional annual leave
– Career Pathways: step up in your career or move into a specialist area
– Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
– Generous relocation package: up to £8,000 (subject to eligibility)
– Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
– Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
– Training and support: unlimited access to development courses, mentoring and support and clear career pathways
– Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
– Arriva Travel Club: great value savings on local bus travel
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply’ page has more tips to help with your application: How to apply
