About this role
<div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Team: </strong>Customer Services</span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Job Family: </strong>CBG3 - Supporting</span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Salary: </strong>£25,185 per annum pro rata</span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Hours: </strong>37 hours per week</span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Location: </strong>You will be expected to attend a CBC office location as often as needed to carry out your role, which will be no less than once per month.</span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Contract Type: </strong>Hybrid - Fixed Term Contract / Secondment Opportunity 24 Months</span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Closing Date: </strong>9th<span style="background-color:white;color:black"> August 2026</span></span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Interview Date: </strong>22nd August 2026</span></p> <p> </p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>About us:</strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">Our Customer Service team sits at the heart of Central Bedfordshire Council. Every day, we connect residents and businesses with the services they rely on, supporting a growing community of approximately 316,000 residents and over 12,000 local businesses across the area. </span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">At Central Bedfordshire Council, we are committed to delivering high quality, customer services that are easy to access, responsive and joined up. Our Customer and Digital Service plays a vital role in making this happen, supporting customers across multiple channels and ensuring a positive experience whenever they contact our council. </span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">You will be joining a busy, fast paced Contact Centre at the frontline of council services. Last year alone, our teams handled over 160,000 customer calls, whilst progressing thousands of enquiries, cases and service requests. </span></p> <p> </p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>About the role:</strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">We are recruiting three Customer Service Apprentices to join our customer services team. This is a great opportunity for anyone looking to start or develop a career in customer service, gain hands on experience and work towards a nationally recognised qualification, while supporting our customers and local communities. </span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">This role combines practical, on the job learning with a Level 3 Customer Service Specialist Apprenticeship. You will receive training, support and mentoring to help you develop the skills, knowledge and confidence needed to succeed, giving you the opportunity to build a strong foundation for a future career in customer services. </span></p> <p> </p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>The Apprenticeship:</strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">You will be enrolled on a Level 3 Customer Service Specialist Apprenticeship, with support from experienced colleagues and an approved training provider. </span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">During the programme, you will: </span></p> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Complete a recognised Level 3 Customer Service Specialist qualification </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Receive structured learning and on the job training </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Build a portfolio of evidence demonstrating your development </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Develop professional behaviours and communication skills </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Be given dedicated time within your working week for learning and development </span></p> </li> </ul> <p> </p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>What you will be doing </strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">With training and support, you will: </span></p> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Act as a first point of contact for internal and external customers </span></p> </li> </ul> </div> </div> <div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Handle enquiries across a range of customer access channels </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Resolve issues at first contact wherever possible </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Accurately record customer interactions and outcomes </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Signpost customers to the appropriate services when required </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Work collaboratively with colleagues across the Customer and Digital Service </span></p> </li> </ul> <p> </p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Who this role is for </strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">This role is perfect for people who enjoy helping others and want to develop a career in customer service. </span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">You may be: </span></p> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Starting out in your career </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Looking to gain a recognised qualification while working </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Returning to work or considering a career change </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Interested in working in a professional, customer service environment </span></p> </li> </ul> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">No previous formal customer service experience is required. We are looking for positive attitudes, enthusiasm and a willingness to learn. </span></p> </div> <div> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Entry requirements </strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">This is an apprenticeship role and is open to a wide range of applicants. </span></p> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">GCSE Maths and English are desirable, but not essential on entry </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">Applicants without GCSEs may be considered if they have another relevant qualification or relevant experience </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li style="font-family:verdana, geneva, sans-serif"> <p><span style="font-family:verdana, geneva, sans-serif">If you do not already hold them, you must be committed to achieve Level 2 Maths and English before completing the apprenticeship </span></p> </li> </ul> </div> <div> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Ready to apply? </strong></span></p> </div> <div> <p><span style="font-family:verdana, geneva, sans-serif">If you are looking for an opportunity to gain a recognised qualification, develop practical experience and start a rewarding career in customer service, we would love to hear from you. </span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Our Offer</strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif">We have a number of rewards and benefits available to our staff, to view these please visit our <a href="https://jobs.centralbedfordshire.gov.uk/content/Our-rewards-and-benefits/?locale=en_GB">Rewards and Benefits page</a></span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">Our aspiration is to be a truly flexible employer. We welcome discussion on location, hours and working pattern as part of the application process.</span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">----------------------------------------------------------------------------------------------------------------</span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">You will be expected to demonstrate how you meet the key accountabilities and competencies in this <a title="" href="https://centralbedfordshirecouncil.sharepoint.com/:f:/s/Communications/IgBROCazQv53Q4cME1vao0zNAX0xq8__OJyyps0G6KznMEM?e=I19yEn" target="_self">Recruitment Pack.</a></span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">Our <a href="https://centralbedfordshirecouncil.sharepoint.com/:f:/s/Communications/EuejD31meJ9GiiHyMPHL6V4BUJcaSc16Y3dGD4m8GxPfYA?e=Dg6Cg2">Competency Framework and Qualification Guidance</a> are to be read in conjunction with our Recruitment Pack.</span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>For an informal discussion about this position, please contact:</strong> John Lowe, Contact Centre Manager, at <a href="mailto:[email protected]" target="_blank" rel="noreferrer noopener">[email protected]</a> </span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">----------------------------------------------------------------------------------------------------------------</span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">To maintain a fair and consistent approach for applicants, it is Central Bedfordshire Council's policy to only consider applications made via our online application system and we therefore thank you for not submitting your application offline.</span></p> <p><span style="font-family:verdana, geneva, sans-serif">We reserve the right to close the advert early should we recieve a high volume of applications.</span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong> </strong></span></p> <p><span style="font-family:verdana, geneva, sans-serif"><strong>Our National Careers Service team offer a free monthly workshop covering CV writing and how to complete the statement sections of the Central Bedfordshire Council online application form. This MS Teams workshop is open to anyone from the UK and lasts around 1.5 hours</strong>.<strong><u> </u></strong><a href="https://www.centralbedfordshire.gov.uk/xfp/form/667"><strong> Please book your place here.</strong></a></span></p> <p> </p> <p><span style="font-family:verdana, geneva, sans-serif">More information about this service can be found here: <a href="https://www.centralbedfordshire.gov.uk/info/207/support_getting_into_work_or_learning">Support getting into work or learning | Central Bedfordshire Council</a></span></p> </div> </div>