Customer Services Apprentice (Revenues & Benefits)

South Ribble Borough Council

Leyland, PR25 1DH

Closes in 13 days (Wednesday 13 November)

Posted on 30 October 2024


Summary

Our Apprenticeship is designed to help us provide the best service to our businesses and residents, whilst helping you gain the valuable skills to kick-start your career. You’ll learn skills to be customer focused and forward thinking whilst completing a Level 4 Revenues and Welfare Benefits Practitioner Apprenticeship.

Annual wage
£21,624 a year

Minimum wage rates (opens in new tab)

After 1 year in this Apprenticeship, your salary will increase to the Real Living Wage (£12.60 per hour).

Training course
Revenues and welfare benefits practitioner (level 4)
Hours
7.25 hours a day between 8am - 6pm, Monday to Friday

36 hours a week

Possible start date

Sunday 1 December

Duration

2 years

Positions available

4

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • You’ll be making a difference by ensuring a high standard of service and excellent outcomes for our customers
  • You’ll be processing Housing Benefit & Council Tax Support claims
  • You’ll be assisting with the collection of Council Tax, National Non-Domestic Rates and Sundry Debts from our residents and businesses
  • You’ll be helping us to deliver quality services by responding to customer enquiries at the first point of contact

Where you’ll work

Civic Centre

West Paddock

Leyland

PR25 1DH

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

THE INSTITUTE OF REVENUES, RATING AND VALUATION

Your training course

Revenues and welfare benefits practitioner (level 4)

Equal to higher national certificate (HNC)

Course contents
  • Consistently deal with customers politely and considerately, adapting your approach to meet customer and employer needs
  • Achieve outcomes that the customer wants where possible. Where this is not possible, explain the reasons why. Evaluate and recommend alternative options
  • Obtain all required information in the most effective way to allow tasks to be completed, considering each customers individual circumstances
  • Interpret and evaluate all information to determine the relevant details for the required task
  • Interpret and evaluate information to judge whether there is potential fraud indicated. Refer to the appropriate department where required
  • Determine whether a dispute should lead to a change of decision and explain the reasons, using appropriate legislation
  • Handle sensitive information securely and in line with current legislative requirements
  • Analyse and use information and legislation to calculate amounts due when a customer first contacts your department (e.g. new claims or new accounts)
  • Analyse and use information and legislation to correctly deal with changes in customers circumstances, recalculating amounts due where required
  • Provide justification for any inferences drawn from available information
  • Decide on the best method of recovery by evaluating the customers circumstances. Act on this judgment to start recovery of amounts due
  • Use judgement to deal correctly with non-routine situations that arise
  • Adapt your communication style and method to meet the individuals needs
  • Communicate confidently by being personable, asking insightful questions and being able to negotiate effectively and respectfully
  • Undertake activities to ensure knowledge stays current
  • Take appropriate action within the limits of your authority to solve problems or make relevant colleagues aware of them
  • Make accurate decisions based on the information available
  • Support team members to achieve the best outcome for the team
  • Request assistance or authorisation when required
  • Communicate with other departments to achieve required outcomes
  • Proficiently use the systems available to achieve tasks
  • Refer to processes to determine the action to be taken
  • Evaluate the customers financial position, assisting with personal budgeting where appropriate, or directing the customer to appropriate support
  • Your training plan

    Level 4 Revenues and Welfare Benefits Practitioner.


     

    Requirements

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

    Skills

    • Communication skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Administrative skills
    • Team working
    • Initiative
    • Non judgemental

    About this company

    At South Ribble Council, our mission is to provide a first-class service and improve the quality of life for our communities. Our staff are our greatest resource in helping us achieve this. They’re at the heart of everything we do and are crucial to the delivery of excellent services.

    https://jobs.chorleysouthribble.gov.uk/vacancies/161/customer-services-apprentice-revenues-and-benef (opens in new tab)

    Company benefits

    25 days annual leave plus bank holidays (and Christmas shutdown), Flexible working, Local Government pension, Healthcare Cash Plan for cash back on health treatments, Cashback website access, Volunteering days, Free parking

    Disability Confident

    Disability Confident

    A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

    You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

    After this apprenticeship

    Following your apprenticeship, you can expect a career in Revenues and Benefits within a local government authority.

    Ask a question

    The contact for this apprenticeship is:

    South Ribble Borough Council

    Recruitment Team

    jobs@chorleysouthribble.gov.uk

    The reference code for this apprenticeship is VAC1000284889.

    Apply now

    Closes in 13 days (Wednesday 13 November)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

    After signing in, you’ll apply for this apprenticeship on the company's website.

    Company’s application instructions

    You can apply for this role through our website. You will be asked three questions during the application process. These questions are based on the role, the council and your apprenticeship. All the applications are anonymised and the applications are scored mainly on your responses to the three questions.