Welfare & Independent travel team Level 2 Apprenticeship

Brent Borough Council
Wembley, UK
19 Jun 2019
27 Jun 2019
Contract Type
Full Time
Salary range: £15,000 p.a. inc.
Contract: Fixed term (13 Months)
Start Date: September 2019
Hours of work: 36 hours per week
Location: Civic Centre and other locations from time to time

Get ahead with a Payroll Administrator L3 Apprenticeship at Brent Council

Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent's diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here.

The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us.

The Post

Brent Council is committed to the continued expansion and development of all apprenticeship programmes. Our apprenticeship schemes at Brent is just one of the ways we grow our own talent within the borough. There is no age limit on an apprenticeship. An apprenticeship can be used for people starting out on their work life journey at the age of 16 or those changing a career for a different working life.

Brief description of the role

Customer Service Practitioner level 2 Apprenticeship working in the Customer Services Welfare & Independent travel team
The purpose of the role is to assist in the operational delivery of processing applications and responding to outside queries generated through various contact channels, including online, email, telephone, and face to face. This involves a high degree integrity and knowledge of medical conditions related to restricted mobility and adhering to the team's policy alongside guidelines provided by the Department for Transport. It also includes and is not limited to the responsibility of understanding information generated through post, email and working independently resolving queries over the telephone.

Key functionalities

To assist customers by accurately determining their entitlement to concessionary travel.

To provide first contact resolution to customers across a range of services and a variety of access channels, maintaining the highest standard of customer care at all times.

Do everything possible to resolve customer contact at the first point of contact ensuring that customers receive a high quality service.

Consider and determine applications for Discretionary Housing Payments and Local Welfare Assistance in line with Council policy and guidance. Carry out Benefits functions in relation to Universal Credit (administered by the DWP).

To undertake enquiries concerning entitlement to other welfare benefits using the link with the DWP Customer Information System.

Identify, refer and record potentially fraudulent cases to the Single Fraud Investigation Services and or Internal Audit and Investigations section.

To carry out all duties in accordance with relevant legislation and guidance, Council policies, procedures and standards to ensure the delivery of excellent services to customers.

Below is a link to the Apprenticeship Standard that you will be working towards.


Simultaneously undertaking a comprehensive study programme towards the Level 3 apprenticeship. You will gain valuable knowledge and skills which will be an asset to the council and your career. Our apprenticeship scheme offers significant assistance with training and provides the opportunity to improve skills for future career opportunities.

Please note there is an end point assessment at the end of this apprenticeship, which is carried out by an external assessor and will include: A knowledge test, a Portfolio based interview and a Project presentation.

The Person

Keen to learn, you will demonstrate good communication skills, an understanding of good customer service, team work and an interest in developing a career in customer services.
You will also need to show your interest in local government and the delivery of public services. We will also be looking for a flexible and positive approach to work.


English and Maths level 2 is desirable, but not essential and can be added as part of the apprenticeship. However, these must be completed prior to the end of the apprenticeship.
Good IT skills including knowledge of Microsoft Word, Excel and PowerPoint is desirable.

Closing Date: 14 July 2019 (23:00)
Assessment & Interview Date: July/August 2019

Additional Information

Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community.

Applications are particularly welcome from people with a disability as they are under-represented across the council.

All organisations and individuals who work with children and young people, or are involved in providing services for them have a duty to safeguard and promote their welfare.

We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment.

Before you join Brent Council, you will need to provide your National Insurance (NI) number and undergo a Home Office Standard I.D. check.

Supporting information - As part of your application please include a paragraph on why you are interested in this role.

Please note CVs will not be considered as part of your application for this position.
This job was originally posted as www.totaljobs.com/job/86925817

Similar jobs

Similar jobs