Job Title and Details
Customer Service Advisor – Apprentice • Band 1 • Salary £27,759 • Locations: Liverpool, Newport, Norwich, Birmingham • Contract Type: Permanent (Apprentice) • Positions: 2 • Hours: Full time / Compressed hours • Closing Date: 31 May 2026 • Interview Date: WC 15th June (subject to change)
Job Summary
Our Customer Service Centre (CSC) enquiry teams help customers understand and access our services. This entry‑level role is the first point of contact, handling everyday queries that keep public sector buying on track. As a Customer Service Advisor, you will support over 1500 weekly queries across multiple channels, including telephone calls and emails, and work with a Team Leader and a cohort of more than 20 Senior Advisors across four locations.
Apprenticeship Details
The role is part of the National Apprenticeship Standard for Level2 Customer Service Practitioner. The apprenticeship is fully funded, allows you to earn while you learn, and requires completion of coursework, exams and presentations. Apprentices dedicate a minimum of 20% of paid working hours to skills development and are assessed throughout the programme.
Key Accountabilities
- Deliver a high‑quality service by providing helpful, polite, and accurate information to all customers.
- Handle and own incoming queries from initial contact via phone or email through to successful resolution.
- Manage your own dashboard of open cases within agreed SLAs.
- Conduct outbound calls to customers on request to assist with their queries.
- Provide guidance on processes to help customers navigate our services.
- Accurately record all interactions and keep customer contact information up to date.
- Troubleshoot simple technical issues by following established guides and procedures.
- Adhere to the rota schedule, using the telephony system to log activity.
- Collaborate with your own and other teams to find answers for more complex or specialised requests.
Essential Criteria (Assessment at application)
- Excellent verbal and written communication skills, with the ability to adapt style and tone for diverse audiences.
- A strong commitment to accuracy when recording and managing information.
- Proven ability to manage competing demands, prioritise tasks effectively, consistently meet deadlines and adhere to a set schedule.
- A logical and proactive approach to issue resolution, including following established procedures and knowing when to escalated or seek expert guidance.
- Demonstrable enthusiasm for working effectively with colleagues, sharing insights, and contributing to shared goals.
Success Profiles (Assessment at interview)
- Delivering at Pace
- Managing a Quality Service
- Working together
- Communicating and influencing
Benefits
- Competitive salary
- Generous pension scheme
- Discretionary non‑contractual performance‑related bonus
- Opportunity to work remotely in addition to the advertised office location
- Flexi‑time scheme (available for B1‑B6)
- Annual leave: minimum 25 days, maximum 30 days (service‑related, excluding bank holidays)
- Work flexibly: at least 26 days per quarter (≈2 days per week) required onsite or at another GCA site; remainder may be worked from home.
EEO Statement
The Civil Service is committed to attract, retain and invest in talent wherever it is found.
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