Customer Service Apprentice Review

Item: Customer Service Apprentice at Sandwell Council
Rating: 5
Author: Anonymous

at Sandwell Council

Level 2 Apprenticeship

Customer Service

Tipton

Review Submitted: April 2025

Overall Rating

5 /5

The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!

5/5 - Overview of Role

5/5 - Skills Development

5/5 - Structure and Support

Overview of Role

Please give an overview of your role and what this involves on a day-to-day basis:

5/5

I answer the phone and call clients to arrange delivery/collection of items for people in the community. I communicate both with people inside and outside of our organisation in regards to helping people in the community with the equipment, and have conversations with plenty of people both in person and over the phone to complete the customer journey

To what extent do you enjoy your programme?

5/5

I enjoy the programme a lot as I enjoy both what I do and interacting with my colleagues and managers.

Skills Development

Have you learnt any new skills or developed existing skills?

5/5

I have gained confidence, and improved upon my customer service skills and my public speaking skills as I have to do both of these things on a daily basis at the workplace and it has helped me understand the job role more. I have also gained a better understanding of how to explain key things to people who do not understand.

Structure and Support

How well organised/structured is your programme?

5/5

It is very well structured.

How much support do you receive from your employer?

5/5

The employer helps me with any queries or concerns I have and they do it as soon as possible.

How much support do you receive from your training provider when working towards your qualifications?

5/5

I have received a lot of support from my training provider and have always been told that whenever I may require support they are happy to help.

How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

5/5

I feel that the qualification has helped me understand the job role more and has especially helped me understand more with difficult customers.

Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

5/5

Staff have access to staff sporting sessions such as badminton, football, table tennis, Pilates and book club. There is an intranet page which details these activities. Staff also have access to the Hobby Health app which aims to provide information on hobby groups available within the council and link up staff with similar interests. There is a physical Wellbeing Hub in the council house, plus a My Wellbeing intranet page with details of support available.