Coronavirus (COVID-19): to find out how we can support you with your apprenticeship including if you have been affected by redundancy, read our updated information.

Revenue & Benefits Customer Service Apprentice Sandwell Metropolitan Borough Council

Working within the Revenue & Benefits Service at Sandwell MBC, you will work closely with the Discretionary Awards team assisting with the administration of housing benefits, council tax reductions and discretionary housing payments. This role will require a combination of working from home as well as from Sandwell Council House.

Sign in to apply

Closing date: 14 Aug 2022

Apprenticeship summary

  • Annual wage


    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates

  • Working week

    Monday - Thursday 9-5.30pm, Friday - 9-5pm

    Total hours per week: 37.0

  • Expected duration

    12 Months

  • Possible start date

    26 Sep 2022

  • Date posted

    27 Jul 2022

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    3 available

What will the apprentice be doing?

As an apprentice working on the discretionary awards team we will work with and develop you so that you can undertake the following:

  • Pre-assess all aspects of Housing Benefit / Council Tax Reduction new claims, this will include information gathering from the customer (via telephone, in writing or any other suitable method), inputting data and processing emails
  • Process all aspects of a Discretionary Housing Payment (DHP) claims, this will include calculating a customer’s entitlement  to DHP
  • Provide excellent customer service via multiple access channels dealing with both internal and external  customer enquiries
  • Work within in a team environment, contribute to team meetings,  become an active team member, whilst developing the initiative to work on your own
  • Comply with and maintain relevant security and health and safety measures
  • Maintain accurate customer records and information  by verifying customers identification/income and rent details
  • Assist in identifying process improvements
  • Adhere to the data protection act and observe customer confidentiality at all times
  • Comply with the policies and procedures of Sandwell MBC
  • Carry out any other duties relevant to the post

What training will the apprentice take and what qualification will the apprentice get at the end?

As well as working towards a Level 2 Customer Service Practitioner qualification, you will learn job-specific skills from experienced colleagues. Sandwell apprentices also participate in our bespoke "Skills Academy" for apprentices. In addition to a workplace mentor you will receive support throughout your apprenticeship by a dedicated mentor from the Council's Apprenticeships team. Other training includes ERR - Employment Rights and Responsibilities and PLTS - Personal Learning and Thinking Skills.

What is the expected career progression after this apprenticeship?

The post is offered on a fixed-term contract to cover the duration of the apprenticeship training. You will receive support and guidance to identify and apply for any further apprenticeships or internal jobs that you are suitably experienced and qualified for. Our "Next Steps" workshop will help you to identify the skills that you have gained throughout your apprenticeship in order to update your CV and apply for any opportunities.

Requirements and prospects

Desired skills and personal qualities

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, Creative, Initiative, Non judgemental, Patience


GCSE or equivalent English (Grade A-C/9-4) Essential
GCSE or equivalent Maths (Grade A-C/9-4) Essential

Things to consider

This position will ideally suit someone who would like to work within a busy customer service environment. This role will involve a combination of working from home and working from the Sandwell Council House in Oldbury. ** The Training Provider may be subject to change**

About the employer

Sandwell is situated in the heart of the Black Country. In 2020 we were placed in the Top 100 employers nationally for apprentices, making Sandwell a great place to undertake an apprenticeship! Our apprenticeship team Think Sandwell advertise opportunities both in the council and with external employers.


Sandwell Metropolitan Borough Council


Freeth Street


B69 3DB


Parmjit Sidhu

You must have JavaScript enabled to view a map of the location


Training provider


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.