Customer Services Apprentice (Revenues & Benefits)

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

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.

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