Summary
The role requires an individual who can think outside the box, use their initiative, effectively collaborate to drive success and sit within the Entitlement Services Team. Supporting one of the following services, Blue Badge, Single Person Discount, London Tribunals and Local Welfare Provision work via online, telephone and postal applications.
Wage
£15,000 a year
Training course
Customer service practitioner (level 2)
Hours
Monday to Friday 9am to 5pm including time in college.
37 hours 30 minutes a week
Start date
Monday 18 August 2025
Duration
1 year 1 month
Positions available
6
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Process applications, queries and payments using the computerised Northgate interface, ensuring:
* Professionalism in gathering the data
* Sufficient and accurate data recording
* Recording in a timely manner
* Liaise with applicants to process information into the Northgate System
* Undertake eligibility checks with the applicant, seeking information directly from the applicant and utilising additional computerised interfaces for confirmation
* To fully understand the legislation and criteria involved in the various eligibility services
* To comply with the Processing Services Customer Charter when dealing with all incoming and outbound calls
* To complete statistical information as instructed by the Service Manager
* To act on requests for support regarding system access and use by the customer
* To work as part of the team in achieving targets set by the Service Manager
* Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
* Share your knowledge with others to ensure continuity in your absence, ensuring a handover is in place in advance of any planned absence
Where you'll work
Northgate House
Lynne Street
Hartlepool
TS24 7BT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
HARTLEPOOL COLLEGE OF FURTHER EDUCATION
Training course
Customer service practitioner (level 2)
What you'll learn
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Training schedule
* Reporting to the Team Lead, you will be responsible for supporting the team to deliver the necessary activities involved in the administration of these services
* Full training, ongoing support and mentoring will be provided, and to develop your knowledge, there will be opportunities for you to work across our different services
* Training provided will be on-the-job training, either remotely or in the Hartlepool office, with a senior member of the team.
Requirements
Essential qualifications
GCSE in:
* Maths and English (grade 4 or above)
* Science (grade 4 or above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Logical
* Team working
* Initiative
* Non judgemental
Other requirements
Have good keyboard skills and able to use Microsoft Excel and Word