Business Administration Apprentice - Complaints & Tribunals

Provide confidential, accurate, and efficient support to the Complaints and Tribunals Officers in the Special Educational Needs (SEN) Team. Assist with the use and maintenance of IT systems, including emails, spreadsheets, databases, and Microsoft applications to produce letters and confidential reports. Maintain an accurate electronic logging and filing system for complaints, SARs, FOIs, Ombudsman enquiries, and other casework. Deliver a confident, friendly, and professional telephone service, including receiving and screening messages and redirecting calls where appropriate. Under supervision, investigate, gather information, and provide evidence to support case resolutions. Keep customers informed of case progress as directed by the Complaints and Tribunals Officers. Assist with analysing complaint and tribunal data trends, compile statistics, and maintain accurate records under supervision. Participate in training on the SEN Code of Practice and other role‑related learning. Prioritise workload effectively to meet deadlines. Ensure all work meets council standards, regulations, and legislation requirements. Uphold high levels of confidentiality in line with the Council’s Code of Conduct and GDPR. Take part in the Council’s Appraisal/Review Scheme. Carry out duties in line with equality policies, promoting inclusivity and sensitivity to the needs of disadvantaged groups, and act as a role model in line with the Equality Act 2010. Undertake other tasks as required to support the objectives of the Thematic Area, appropriate to grade and ability. Always carry out responsibilities with due regard to the council’s health and safety policies and procedures.

Training:

On completion you will gain a Level 3 Business Administrator qualification.

The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include: Fire Awareness, Prevent, Safeguarding, Data Protection & Cyber Security and Equality & Diversity.

Training Outcome:

This apprenticeship is offered on a fixed-term contract. However, the skills, knowledge and experience gained in this apprenticeship will allow you to gain future opportunities in the sector.

Employer Description:

Sandwell is a large, multicultural metropolitan borough situated in the heart of the Black Country, to the west of Birmingham, within the West Midlands conurbation and with a population of over 280,000. The Council is one of the largest employers in the Borough with employees in a variety of occupations, providing a comprehensive range of services. For more information about Sandwell Council’s apprenticeship programme and our recruitment process please visit our YouTube channel. Find out more information on Sandwell’s Values and Behaviours on the council’s webpage. For more information on careers in local government you can view a copy of the Local Government Career Guide.

Working Hours :
Monday - Friday between the hours of 8am to 5pm. Times to be confirmed by management.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience