Modern Apprentice - Customer Service (2 Posts) (Temporary) - REQ02332

Modern Apprenticeship – Customer Service - 2 positions

INTERNAL APPLICANTS MUST APPLY VIA MYSELF

Apprenticeships play an important role in our organisation and provide people in our communities with a route in to a challenging and rewarding career with North Lanarkshire Council.

We aim to be a true reflection of the communities we serve, which is why encouraging talent from all backgrounds to join North Lanarkshire Council is important to us. We’ve found that Apprenticeship opportunities are one of the very best ways to equip people with the skills they need to succeed. You’ll be able to make a difference for our communities doing work that really matters.

What’s the role?

North Lanarkshire Council, as one of Scotland’s largest local authorities, is committed to creating prosperity and making North Lanarkshire a great place to live, learn, work, invest and visit.

Our first point of contact for many of our customers is the newly established Customer Service Hub. The Customer Service Representative role involves responding to a wide range of enquires in relation to council services. Enquiries are mainly received by telephone but will include email and social media enquiries. Our customers are being supported to move towards digital communication channels so this is an exciting time to join our team and shape our customer experience.

This 12-month modern apprenticeship will provide you with the information and skills you need to give our customers the best experience you can. Although you’ll be hybrid working, your training will be face to face and you’ll work as part of a supportive team, developing key skills in communication and customer service, whilst building a valuable knowledge of Council Services.

As part of this apprenticeship, you’ll undertake a SCQF Level 6 in Customer Service. This Apprenticeship would appeal to you if you’re keen to work in a fast paced, front-line customer service role with a passion for helping people. It would also appeal to you if you want to have a positive impact on our community, assisting residents to access Council services that can make their life easier and perhaps improve their digital skills.

What do I need?

We do look for you to have excellent communication and IT skills and the ability to take ownership for the decisions you make. You should have English and at least three other qualifications at National 5 level or above, bands A-C. We look for Apprentices who can help us deliver our exciting ambition and plans for North Lanarkshire. During the selection process we’ll look for you to demonstrate the key strengths we know you’ll need to be successful; ambition, determination, adaptability, personality, ownership, be pro-active and show willingness to learn.

In accordance with Government Guidelines, you’ll need to be aged 16-24 (at the point of starting the apprenticeship) or if you have additional support needs or are care experienced you’ll need to be aged between 16-29 (at the point of starting the apprenticeship).

Pay Information

SVQ Level 3/4– 16-17 year - £6.40 per hour

SVQ Level 3/4 – 18 -20 years - £8.60 per hour

SVQ Level 3/4– 21+ years - £11.44 per hour

Please access the link below to a recruitment pack below for job description and employee specification.

For further information contact EarlyCareersTeam@northlan.gov.uk

For more information on local authority careers visit the myjobscotland career hub.

These are temporary posts until August 2025.

Working here at North Lanarkshire Council

If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

Click here to see our Recruitment Charter.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151.

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***