Customer Service Apprentice
Job Description
Salary range: London Living Wage plus fantastic benefits
Contract: Fixed Term 18 Month Apprenticeship
Hours of work: 36 hours per week
Location: Croydon
Customer Service Apprentice – Housing Repairs Contact Centre Advert
London Living Wage | Housing
18-month apprenticeship | 36 hours per week | 20% study time
Start your career in Housing while gaining practical customer service experience and learning on the job.
We’re looking for someone with good communication and people skills to join our Housing Repairs Contact Centre as a Customer Service Apprentice.
You don’t need previous Housing or Contact Centre experience. What matters is that you enjoy helping people, can listen and communicate clearly, are comfortable using a computer and are willing to learn and develop.
The role
You’ll be part of the team that helps residents and other customers when they contact us about Housing repairs and other services. You’ll learn how to respond to enquiries by telephone, email, online, face-to-face and in writing.
With training and support, you’ll learn how to understand what a customer needs, provide clear information, record enquiries accurately, keep customers updated and help resolve issues at the first point of contact wherever possible. You’ll also learn when an enquiry needs to be passed to a colleague or another service.
You’ll work with colleagues, contractors and other Council services, learn our Housing repairs processes and systems, and take part in customer feedback and service improvement activity.
What we’re looking for
This is an apprenticeship opportunity, so we’re looking for your potential and willingness to learn rather than previous Housing experience.
You’ll need to be able to communicate clearly with different people, listen and respond with empathy and tact, record information accurately, work well with others and maintain confidentiality. You should also be comfortable using a computer for email, word processing and databases and willing to learn new systems and ways of working.
Why join us?
This is an opportunity to start your career in Housing, gain practical experience in a busy customer service environment and develop your skills while completing an 18-month apprenticeship. You’ll have 20% of your working week allocated to study time.
Our benefits include an inclusive working environment, learning and career development, the Local Government Pension Scheme, family-friendly provisions and a 24/7 Employee Assistance Programme.
The Housing Contact Centre currently operates between 8am and 6pm, Monday to Friday, and flexibility may be required to meet service needs.
View the role profile please click here
Application closing date: Friday 2 October 2026
Assessment/Interviews: Week commencing 23 November 2026
Apply early
This vacancy may close without notice if a sufficient number of applications are received. Early application is therefore encouraged.
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We guarantee an interview to disabled applicants who meet the minimum criteria for the role.
About us
Croydon Council’s priorities
The Council balances its books, listens to residents, and delivers good sustainable services
- Get a grip on the finances and make the council financially sustainable
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
- Ensure good governance is embedded and adopt best practice
- Develop our workforce to deliver in a manner that respects the diversity of our communities
- Croydon is a place of opportunity for business, earning and learning
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
- People can lead healthier and independent lives for longer
- Croydon Council’s new ways of working
Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.