Apprentice
London Borough of Brent
This Job posting is only open to Internal Applicants at Brent Council
Salary: £27,781.74 p.a. inc. London weighting
Contract: Fixed term (18 Months)
Hours of work: 36 hours per week
Location: Civic centre and other locations from time to time
Brent Council is committed to the continued expansion and development of all apprenticeship programmes for our residents. Our apprenticeship schemes at Brent is just one of the ways we grow our own talent within the borough. We work hard to represent our community, and are looking for likeminded people to join us. Working in Wembley Park, alongside our neighbours Wembley stadium, Wembley arena, Box Park and LDO, makes Brent an exciting location to work.
There is no age limit on an apprenticeship. An apprenticeship can be used for people starting out on their work life journey at the age of 16 or those changing a career for a different working life.
Brief description of the role
Working in the Corporate Contact Centre Housing Benefit Team. Providing a professional first point of contact and working effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of Council services which may include: Switchboard, Housing Benefit, Resident Support Fund, Food bank and MyAccount enquiries amongst others.
Key functionalities
- To take ownership and appropriate action to resolve enquiries within agreed levels of empowerment over the phone and email.
- To efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, provide updates, log complaints and handle transactions in accordance with protocols for data entry and compliance.
- To work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment.
- To keep up to date with legislative, policy and procedural changes to deal effectively and efficiently with customer enquiries, complaints or transactions.
We are looking for someone who is a keen to learn, and be able to demonstrate the following:
- An understanding of the importance of providing excellent customer service as well as having good written and verbal communication skills
- A people person who is great at problem solving
- A team player with an interest in developing a career in customer service.
You will also need to show your interest in local government and the delivery of public services. As well as a flexible and positive approach to work.
Qualifications required:
English and Maths GCSE L4 or Grade C and above or the Functional Skills equivalent.
Knowledge of Microsoft Word, Excel and Outlook is desirable as well as the ability to learn a range of IT systems and databases.
The apprenticeship
Below is a link to the Apprenticeship Standard that you will be working towards.
Simultaneously undertaking a comprehensive study programme towards your Customer Service apprenticeship. You will gain valuable knowledge and skills which will be an asset to the council and your career. Our apprenticeship scheme offers significant assistance with training and provides the opportunity to improve skills for future career opportunities.
We know people achieve their best when they feed valued. At Brent, you’ll benefit from:
- At Brent we will be pay you a LLW salary, whilst you learn on the job and attend training.
- Fully funded apprenticeship training programme (training fees are fully funded)
- Up to 33 days annual leave (depending on length of service) plus bank holidays
- Excellent pension with generous employer contributions (LGPS)
- Hybrid and flexible working options available for most roles
- Supportive family-friendly policies for parent, guardians, and carers
- Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme
- Financial support such as education sessions, childcare deposit loans, and season ticket loans
- Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities
- Learning and development opportunities to help you grow your career
- Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment
Closing Date: Sunday 29th March 2026
Assessment & Interview Date: April 2026
If you are interested in applying for this job, please start by clicking the "Apply Now" button below. You must provide a supporting statement as part of your application that clearly shows how you meet the criteria on the Person Specification. We will accept a CV in support of your application, however, you should still provide a supporting statement.
Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.