Hackney logo

Job details


GBP £22,398 22398


Scale 2


Neighbourhoods & Housing


Housing (Customer Services)

DBS Required


Contract Type

Apprenticeship - Full Time

Closing date


Qualification: Customer Service Practitioner – Level 2

This is a Customer Services Apprenticeship within the Housing Services Contact Centre.

The Council prides itself on offering high levels of customer service to its residents and external services.

This role is a perfect entry position for anyone with an interest in pursuing a career in Customer Service as well as a career within Public Housing. 

As a Customer Services Apprentice, you will be the first point of contact for customers. This might be via the phone, face to face or over social media.

You will respond to requests in a professional manner that effectively addresses the concern raised. You will also complete such takes as; processing forms, raising orders and applications, re-routing calls and undertaking customer verifications via internal ICT systems. You will support the team to meet with corporate targets for first call resolution and other key metrics.

Hackney Council’s Apprenticeship Programme is designed to create quality opportunities for Hackney residents and school leavers. All of our programmes last at least 13 months and combine work, training, and study towards a recognised qualification in a relevant subject. As an apprentice with us, you will receive a competitive salary, holiday entitlement and a package of support. You will spend at least 20% of your time working towards your qualification or taking part in training and development activities.

We are looking for candidates with:

– Passion and enthusiasm

– Reliability

– Good organisational skills

– A desire to deliver a high quality service to Hackney residents

– The ability to form good working relationships with others

– A commitment to undertake a qualification

To find out more about what it is like to be an apprentice at Hackney Council – check out our Apprentice Blog.

Eligibility: (Please note that eligibility will be checked)

Age: There is no upper age limit for our apprenticeships, but we encourage applications from 16-24 year olds, particularly for our Level 2 and 3 apprenticeships.

Right to work in the UK: You must hold a British or European Passport or have indefinite leave to remain in the UK.

Local link: To be eligible for a Hackney Council Apprenticeship, you must be able to prove that at least one of the following criteria apply to you:

– You are a Hackney resident AND/OR

– You are a Hackney school or Hackney college leaver AND/OR

– You have ever received support from Hackney leaving care services

Prior Education Requirements:

You should already hold a Level 2 (or GCSE A*-C / 4-9) in Maths and English OR Be willing and able to complete a Level 2 in Maths/English during your apprenticeship training.

If you hold an Education, Health and Care Plan (EHCP), a statement of special educational needs (SEN) or a learning difficulty assessment (LDA) your Maths/English needs can be assessed individually.

If you are a Hackney resident and would like support to complete your application form, or receive interview support, please register with Hackney Works who offer support in this area.

All eligible applicants, will be invited to attend a half-day assessment session where you will be asked to participate in group activities. This will allow the team to assess your suitability for the role and decide if you are shortlisted for an interview.

You must be able to attend this session, to progress to the next stage. Shortlisted applicants will be invited to an interview which will be in mid-April.

Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.

Closing date for applications: 01 March 2020

Assessments: 26 March 2020

Interviews: To Be Confirmed (mid-April)

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.