Apprentice Customer Services Assistant - Working for Essex
Salary: £9,280 per annum
Closing date: 09 Oct 2022
Location: Witham
Hours: Full-time
Req ID: 9137
Role: Apprenticeships
About the role

Apprentice Customer Services Assistant

Fixed Term, Full Time

£9,280 per annum

Location: Witham

Working Style: Fixed-base worker

Closing Date: Sunday 9th October 2022

The Apprentice Customer Services Assistant will provide a high level of customer service, working with a wide range of customers, volunteers, stakeholders and partners.

The role will involve welcoming and interacting with customers, identifying their individual needs. The Apprentice will actively seek to meet those needs, providing a quality service which enables customers to make full use of the facilities available.

This position will predominantly be based in Witham Library, with the occasional need to travel to another library. You will be working every other Saturday, and occasionally providing cover when needed.

For this position you will be studying towards a Customer Service Level 2 qualification via Adult Community Learning (ACL).

The starting salary will be the National Apprenticeship Wage, £4.81 per hour. After 12 months service the salary will increase to National Living Wage (currently £9.50 per hour).


  • Understand the needs of customers and deliver the best possible outcomes through excellent customer service.
  • Provide support and training to customers using information communications technology (ICT) equipment and software.
  • Answer telephone enquiries from customers promptly (including operation of a switchboard where appropriate), providing accurate information – including referral to other services as appropriate - in a timely fashion.
  • Oversee and provide customers with guidance in the use of self-service equipment.
  • Comply with the individual responsibilities for Health Safety & Welfare in the workplace, including ensuring safeguarding children, in accordance with work role.
  • Undertake all stock circulation and management procedures, including sorting, shelving and tidying of returned material, reservations, fines, membership and similar activities.
  • Contribute to promotional activities, marketing and display work and the achievement of agreed targets for income generation.
  • Contribute to the compilation of statistical returns, and any other general administrative duties.
  • Responsible for locking and unlocking, as necessary, acting as keyholder.
  • Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring:

  • Due to the requirements of the role, applicants will need to be 18 years of age.
  • Due to the Apprenticeship standard, you will need to attain a Level 2 Functional Skills in both Maths & English by the time of End Point Assessment (EPA) (if you do not already have this).
  • It is essential for any applicant to meet the minimum criteria of Functional Skills Level 1 in Maths and English (or equivalent), which is a Grade D/E or 2/3 to begin the Apprenticeship Standard.
  • Good level of computer literacy with MS office with ability to learn and operate in-house systems and processes quickly.
  • Ability to work with a high level of speed and accuracy including experience of handling confidential and sensitive information.
  • Experience of working with the public in a customer-orientated service would be beneficial, to understand the need to deliver a service which has our customers as the focus of activities.
  • Ability to communicate confidently and tailored to meet the needs of the audience.
  • Experience working in a busy, customer facing environment would be an advantage.
  • Ability to use own initiative and working effectively as part of a team to resolve problems and meet desired outcomes.
  • Awareness of the services which public libraries, registration and coroners service currently offer to customers.

To read more about us please visit:

Place and Public Health:

Entry to Work:

Why Essex? Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England’s oldest town, Colchester, and two of its newest – Basildon and Harlow – are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us here.

Essex County Council is proud to offer an excellent benefits package to all its employees. More information can be found here pay and reward

To view our Organisational Behaviours information please follow this link.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via the Working for Essex website..

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

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If you have queries on this role or require anything further, please email: