L2 Customer Service Apprentice in Revenue & Benefits Service

You will support the Revenues and Benefits team in delivering high-quality customer-focused services in relation to the processing applications for Discretionary Housing Payments (DHP), ensuring compliance with legislation, council policies and service standards.

With full training and support, your duties will include:

Processing all aspects of a Discretionary Housing Payment (DHP) claims, this will include calculating a customer’s entitlement to DHP’s Provide excellent customer service via multiple access channels dealing with both internal and external customer enquiries via telephone, email, written correspondence and face-to-face contact Assisting with the processing and distribution of documents using the Council’s document imaging systems Using council computer systems accurately to process information in line with legislation, regulations and council policies Maintaining high standards of accuracy, quality and productivity to meet service performance targets Supporting colleagues and working effectively as part of a team Seeking guidance on complex or contentious cases from supervisors or experienced colleagues Keeping records of work completed and providing management information when required Actively following the Council’s Customer Care, Equality, Health & Safety and Quality policies

Training:

Customer Service Practitioner Level 2 Apprenticeship:

The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor 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 If required, Functional Skills in English and maths will be completed prior to End-Point Assessment

Training Outcome:
This apprenticeship is a fixed term 12 month contract 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 8.00am and 5.00pm.

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