Customer Services Apprentice - Benefits & Grants

Cheshire West and Chester Council

Recruiting nationally

Closes in 19 days (Saturday 28 February 2026)

Posted on 9 February 2026

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Summary

Be part of an outstanding council apprenticeship programme with a nationally recognised, Top 100 Apprentice Employer and Regionally awarded Apprentice Employer of the Year. Join us on a permanent contract, gain real experience and a recognised qualification, and progress your career within the council.

• Wage:

  £24,413 a year

  Check minimum wage rates (opens in new tab)

  Salary progression will apply in accordance with council pay arrangements, including any national pay awards and movement to the substantive grade on successful completion of the apprenticeship

• Training course: Customer service practitioner (level 2)
• Hours: Monday to Friday. This is an agile working role, meaning there is a blend of working from home and office‑based working, in line with service needs. All apprenticeship training will take place during normal working hours. Discussed at interview.

  37 hours a week

• Start date:

  Friday 20 March 2026

• Duration:

  1 year

• Positions available:

  2

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

The customer services apprentice – Benefits & Grants is a key
role within our revenues and assessments service, which is
within the wider finance Directorate.

The apprentice will support the revenues and assessment team
with a range of essential duties. This role offers the opportunity
to develop valuable experience of working within a busy office
environment and acquire the skills and knowledge to become a
Benefit & Grants Assessment Technician within revenues and
assessment service.

This role will have a line manager, workplace mentor, inclusive
employment manager and a dedicated apprentice
programme tutor.

On successful completion of the Level 2 customer service
practitioner apprenticeship standard and review of performance, the post holder will progress to the substantive post of Grants & benefits Assessment Technician.

Responsibilities the Apprentice will undertake…

With appropriate support and supervision:

• Administer applications for Free School Meals and Discretionary Grant schemes as required and approve payment of the relevant grant in line with guidance and regulations of that grant, to ensure accurate award
• Issue decision notices to service users advising the outcome of their grant application, in a timely and accurate manner
• Provide advice and guidance to a variety of stakeholders, including service users, landlords, and internal and external support workers in relation to Housing Benefit, Council Tax Reduction, Free School Meals, local Discretionary Grant schemes, and provide other associated welfare benefits advice to enable residents to maximise their income
• Assist customers to complete forms electronically and provide advice in relation to supporting documentation to process their
  entitlement, for example for Housing Benefit, Council Tax Reduction, Free School Meals or local Discretionary Grant schemes
• Support the authority in achieving performance measures, by obtaining documentation required to process Housing Benefit, Council Tax Reduction and Discretionary Grant claims swiftly
• Update basic data on Housing Benefit and Council Tax Reduction claims, for example, suspending claims where a change of
  circumstances could result in overpayment of benefit
• Provide support and assistance to gather evidence required for the DWP Housing Benefit Review and other such reviews
• Reference and index documents using the document management system. Adhering to and maintaining quality control procedures to ensure consistency and accuracy
• Maintain confidentially when handling customers’ private information
• To undertake or to facilitate/provide trainingand support of self and colleagues to ensure the business knowledge requirements are
  maintained and developed
• Notwithstanding the detail in this Job Role Profile, the job
  holder will undertake such work as may be determined by the
  Manager from time to time, up to or at a level consistent with
  the Principal Responsibilities of the job.
• This apprenticeship is “fully agile” workers work from a home
  base with occasional visits to a Council office. In practice, work may be carried out from almost anywhere
• Many services and customers span across the Borough and
  therefore you may be required to work at any location in
  Cheshire West and Chester

Where you'll work

Agile working role, not fully remote. The apprentice will work mainly from home and/or community locations but must be able to attend our Ellesmere Port offices.

 

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

CHESHIRE COLLEGE SOUTH AND WEST

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

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

Training will be delivered through a blend of workplace learning and formal off‑the‑job training.

Most training will take place at the apprentice’s normal place of work, with additional learning delivered by the training provider through college attendance, online learning, workshops, or Microsoft Teams.

Training will take place on a regular basis throughout the apprenticeship, with protected time during working hours to attend training sessions, complete learning activities, and prepare for assessments.

The exact schedule will be agreed between the apprentice, line manager, and training provider as part of the individual training plan.

More training information

Training will be delivered by an approved apprenticeship training provider with experience supporting apprentices in a local government setting.

The provider will work closely with the council, the line manager, and the apprentice to ensure the programme meets both organisational and individual development needs.

The apprenticeship will be structured around a blend of on‑the‑job learning and formal off‑the‑job training, which may include workshops, online learning, tutorials, and practical workplace activities.

Progress will be reviewed regularly to ensure the apprentice is supported throughout the programme and prepared for end‑point assessment.

Requirements

Desirable qualifications

GCSE in:

• English (grade Grade 9-4 C-A*)
• Maths (grade Grade 9-4 C-A*)

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
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience

Other requirements

Please note that this job is subject to a Disclosure and Barring Service (DBS) check.

We may close this job when a suitable number of applications have been received. 

Please note that this Apprenticeship is subject to your eligibility to undertake this Apprenticeship Programme. This will be checked by our training provider partner.

About this employer

Local government is a diverse and dynamic environment, built on a foundation of many different occupations working together. From frontline services to strategic planning, every role contributes to shaping communities and improving lives. It’s a place where collaboration, innovation, and public service come together to make a real difference.

At Cheshire West and Chester Council, we’re proud of our commitment to excellence and inclusion. Our achievements speak for themselves:

• Top 100 Apprenticeship Employer
• Apprentice Employer of the Year Award
• Gold Award – Armed Forces Covenant
• Disability Confident Leader
• Recognised as a Good Investor in People

We’re dedicated to building a stronger future where everyone plays their part in creating thriving, caring, and sustainable communities. Here, you can grow your career while making a meaningful impact. We take pride in doing things differently—delivering vital services that touch every aspect of people’s lives. Our work spans a wide range of exciting change programmes designed to tackle challenges across the borough and drive positive outcomes for all.

 

https://www.cwcrecruitment.co.uk/ (opens in new tab)

Company benefits

Permanent apprenticeships from day one. We work closely and positively with our recognised trade unions UNISON, GMB and UNITE to make sure that the views of our colleagues are heard

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

On successful completion of the Level 2 Customer Service
Practitioner Apprenticeship Standard and review of
performance, the post holder will progress to the substantive
post of Grants & Benefits Assessment Technician.

Ask a question

The contact for this apprenticeship is:

CHESHIRE COLLEGE SOUTH AND WEST

The reference code for this apprenticeship is VAC2000013864.

Apply now

Closes in 19 days (Saturday 28 February 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.