Digital Support Technician Apprentice – Gravesham Borough Council – Gravesend DA12 1AU – £15,434p/a

The apprentice will support the delivery and continuous improvement of the council’s digital services. Working as part of the Digital Team, the apprentice will assist in maintaining website content, supporting online processes, and helping to improve digital services based on feedback, analytics and service needs.

The role does not involve direct customer handling but contributes to improving the experience of residents through better digital services.  

This is a development role as part of the Council’s apprenticeship programme. The job description provides a general guide to duties and responsibilities.  

You will be supported throughout the apprenticeship, and duties will develop in line with skills, training and service needs:

• Maintaining and improving the council’s digital services and online processes  
• Support the Digital Team in responding to requests received through the shared inbox or support desk  
• Ensure requests are handled accurately, within agreed processes and with appropriate escalation where required  
• Learn how digital services are delivered and supported within the council
• Update website content using the council’s Content Management System (CMS)  
• Check content for spelling, accuracy, broken links and usability issues  
• Ensure content is clear, concise and written in a user-focused way  
• Support the team in maintaining accessible content in line with WCAG standards  
• Reviewing and improving website content based on feedback and service needs  
• Updating and testing online forms and digital processes  
• Support the improvement of customer journeys by identifying simple usability issues  
• Carry out testing of digital services and report any issues or improvements  
• Observe and learn how digital systems and processes are developed and maintained  
• Continuous Improvement & Feedback  
• Support the team in reviewing feedback from services, residents and analytics  
• Assist in identifying opportunities to improve digital content and services  
• Ensure digital services remain accurate, up to date and easy to use  
• Contribute ideas to improve the customer experience of online services  
• Assist in reviewing website analytics and performance data  
• Support basic checks to ensure content and services are working as expected  
• Maintain data quality and accuracy within digital systems  
  Team Support & General Duties  
• Attend team meetings and contribute appropriately  
• Work collaboratively with colleagues across the council  
• Maintain accurate records and follow agreed processes  
• Work towards completion of the Level 3 Digital Support Technician apprenticeship  
• A commitment and contribution to the Council’s Equal
• Opportunities Policy is an essential requirement of the post
• You will carry out all duties and activities having regard to the provisions of the Health and Safety at Work Act 1974, and in accordance with any instructions from senior members of staff under that Act or any Council or Departmental Codes of Practice or Procedures
• You will comply with Statute and Council policy in all respects 
• An awareness and commitment to section 17 which places a statutory duty on police and local authorities to work in partnership to reduce crime and promote community safety. It is also required that community safety is to be a thread running through all functions of the Local Authority
• A commitment to excellent customer service and the values of the Council

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

• English GCSE, grade 4/C (Essential)
• Maths GCSE, grade 4/C (Essential)