Customer Service Apprentice; Customer Comments

To help make Liverpool City region the best place to grow up, grow a family, and grow a business – where no-one is left behind

• Employer: Liverpool City Region Combined Authority
• Contract: Contract
• Working Pattern: Full Time
• Hours: 35 hours per week.
• DBS Check: No
• Closing Date: 11/09/2026 at 23:59
• Reference: PL/26/343295

About the Role

An exciting opportunity has arisen for a Customer Services Apprentice within the Comments Team. This is a fantastic opportunity to develop skills in handling customer feedback and complaints, learning how to build rapport, demonstrate empathy, and understand customer concerns in order to deliver high-quality, customer-focused responses.

This is a 15 month fixed term vacancy.

The successful candidate will gain practical, on-the-job experience supporting the end-to-end comments process. This includes assisting with the investigation and coordination of customer complaints and feedback, gathering relevant information, and helping to produce clear, professional and timely written responses across channels such as email, webforms and social media.

The successful candidate will undertake the Customer Service Specialist Level 3 Apprenticeship delivered by Wirral Met College. The apprenticeship typically lasts 18 months, followed by an End Point Assessment period of up to 3 months.

Learning is delivered through a blend of workplace-based learning, online learning modules, research activities, projects and assignments, allowing the apprentice to apply their learning directly within the Comments Team.

During the programme, apprentices receive regular support from a dedicated Trainer Assessor, including review and assessment sessions, whilst developing an electronic portfolio of evidence demonstrating their skills and knowledge.

The apprenticeship will help develop advanced skills in:

• Customer complaint and feedback handling
• Effective written communication
• Problem solving and conflict resolution
• Service improvement and customer insight
• Data analysis and customer experience improvement
• Professional communication and stakeholder management

On successful completion, you will achieve a nationally recognised Customer Service Specialist Level 3 Apprenticeship Standard, providing an excellent foundation for progression into customer service, complaints management, customer insight and service improvement roles.

• GCSE Grade 4/C or above (or equivalent) in English and Maths is desirable.
• Applicants must be willing to complete all apprenticeship learning and assessment requirements as part of their role.

About the person

We are looking for someone with a strong customer focus who is committed to delivering excellent service and resolving customer concerns professionally and empathetically. Previous experience in a customer service or customer-facing role is desirable, particularly where handling customer feedback, complaints, and written correspondence such as emails or webforms has been part of the role. Applicants should have a good understanding of GDPR and data protection principles and be confident using Microsoft Office applications, including Word, Excel, and Outlook.

The successful candidate will be honest, reliable, and organised, with the ability to manage competing priorities while maintaining attention to detail. They will have excellent written and verbal communication skills, remain calm and professional in challenging situations, and work effectively as part of a team. A positive attitude, adaptability, and a commitment to continuous learning and development are essential.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our…