Service Improvement Apprentice

Newcastle is a great City, one that never stands still, that faces forward and embraces change. A City that makes history and shapes the future with a bold vision to achieve its ambitions supporting a post-pandemic vibrant City for both its residents and visitors.

Our services are powered by people and inspired by fresh ideas, and we have an exciting opportunity for an individual looking to start their career at Newcastle City Council in an apprenticeship role.

This is an exciting opportunity to join the council’s newly established Newcastle Change Team, working at the heart of the Customer Experience Programme.

What will I be doing?
As a Service Improvement Apprentice, you’ll support the team to develop and improve processes that enhance both staff and resident experience, gaining hands-on experience in service improvement, digital change and resident focused ways of working.

What will I need?
This apprenticeship is ideal for someone who is motivated to work towards a Level 3 Improvement Technician qualification and has Level 2 qualifications or GCSEs in Maths and English.

You’ll be organised, keen to learn, and able to manage your time to meet deadlines, while working effectively as part of a team to achieve shared outcomes.

You should have an interest in service improvement, organisational change, or how services can be made more effective and efficient and be comfortable using digital tools such as Microsoft Office (or willing to develop these skills).

We’re also looking for someone who is curious, proactive, and shares our values of being proud, fair and ambitious.

What will I receive in return?
We’ll support you to learn new skills, and to thrive in your role, undertaking an Improvement Technician Level 3 or Improvement Practitioner Level 4 Apprenticeship Qualification. The role is full time (37 hours per week) for a fixed term of 18 months.

At Newcastle City Council our apprentices are paid a percentage of the salary for the role the apprentice is working towards. This is always at least National Minimum Wage and increases each year as you develop your knowledge and skills.

This apprenticeship role is working towards the full role of Service Improvement Assistant, with a starting salary of £29,064.

In Year 1, you will be paid 60% of the salary rate (or the National Minimum Wage, if higher). In Year 2, this increases to 65% of the salary rate (or the National Minimum Wage, if higher).

Whilst we are unable to guarantee a post in the role apprentices work towards, all our apprentices are supported to apply for suitable vacancies when they complete their apprenticeship so that they can make use of their new skills and qualifications.

Please note: You must not hold an existing qualification at the same or higher level as this apprenticeship in the same or similar subject. If you have extensive knowledge or experience in this occupational area, you may not be eligible to undertake the apprenticeship.

Join us?
If you believe this could be the right opportunity for you, and you want to play a part in improving how services work for our residents and communities, we would love to hear from you.

For an informal discussion on this exciting opportunity please feel free to contact:
[email protected]

Apply online at and tell us how you meet the person specification, including any experience you might have from school, volunteering, or from other activities such as sports clubs or interest groups. You’ll also need to provide references from someone who can tell us about you.