About the Role

An exciting opportunity has arisen for a Customer Services Apprentice within the Comments Team. This is a fantastic opportunity to develop skills in handling customer feedback and complaints, learning how to build rapport, demonstrate empathy, and understand customer concerns in order to deliver high-quality, customer-focused responses.

This is a 15 month fixed term vacancy.

The successful candidate will gain practical, on-the-job experience supporting the end-to-end comments process. This includes assisting with the investigation and coordination of customer complaints and feedback, gathering relevant information, and helping to produce clear, professional and timely written responses across channels such as email, webforms and social media.

The successful candidate will undertake the Customer Service Specialist Level 3 Apprenticeship delivered by Wirral Met College. The apprenticeship typically lasts 18 months, followed by an End Point Assessment period of up to 3 months.

Learning is delivered through a blend of workplace-based learning, online learning modules, research activities, projects and assignments, allowing the apprentice to apply their learning directly within the Comments Team.

During the programme, apprentices receive regular support from a dedicated Trainer Assessor, including review and assessment sessions, whilst developing an electronic portfolio of evidence demonstrating their skills and knowledge.

The apprenticeship will help develop advanced skills in:

• •Customer complaint and feedback handling
• •Customer service excellence
• •Effective written communication
• •Problem solving and conflict resolution
• •Service improvement and customer insight
• •Data analysis and customer experience improvement
• •Professional communication and stakeholder management
  
  

On successful completion, you will achieve a nationally recognised Customer Service Specialist Level 3 Apprenticeship Standard, providing an excellent foundation for progression into customer service, complaints management, customer insight and service improvement roles.

Apprenticeship Eligibility

• •GCSE Grade 4/C or above (or equivalent) in English and Maths is desirable.
• •Applicants must be willing to complete all apprenticeship learning and assessment requirements as part of their role.

 

About the person

We are looking for someone with a strong customer focus who is committed to delivering excellent service and resolving customer concerns professionally and empathetically. Previous experience in a customer service or customer-facing role is desirable, particularly where handling customer feedback, complaints, and written correspondence such as emails or webforms has been part of the role. Applicants should have a good understanding of GDPR and data protection principles and be confident using Microsoft Office applications, including Word, Excel, and Outlook.

The successful candidate will be honest, reliable, and organised, with the ability to manage competing priorities while maintaining attention to detail. They will have excellent written and verbal communication skills, remain calm and professional in challenging situations, and work effectively as part of a team. A positive attitude, adaptability, and a commitment to continuous learning and development are essential.

If you think you match the job description, and our values, then click on the link to apply.

Please ensure that you provide clear examples and evidence in your application of how you meet the below key essential criteria.

The information you provide in your application will be used for shortlisting.

1) Please describe your experience using Microsoft Office (Word, Excel and Outlook) and how you have used these tools to support your work or studies. Additionally, give an example that demonstrates your communication skills.

2) Tell us about a time when you worked as part of a team to achieve a goal. How did you contribute, and how did you ensure you worked effectively with others?

3) This role involves handling sensitive customer information and responding to customer feedback or complaints. Explain how you would ensure you remain professional, respectful and trustworthy when dealing with customer information and challenging situations. Include how you manage your time, stay organised and approach your own development.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

 

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

 

Staff benefits

• •Local Government Pension Scheme contributions between 5.5% and 12.5%
• •Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• •Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• •Flexible and hybrid working
• •24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• •Automatic enrolment to our Westfield Health Programme
• •Corporate discounts at council-owned gyms
• •Bike to Work Scheme
• •Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

 

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your application how you meet the key essential criteria listed above.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

We actively promote diversity and inclusion. Please note that this role is unlikely to meet the eligibility requirements for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa