Apprenticeship training course

Revenues and welfare benefits practitioner (level 4)

Performing various roles in local authorities such as benefit assessment, revenues calculation or customer service.

• Qualification level: 4 ; Equivalent to higher national certificate (HNC).
• Typical duration: 12 months
• Apprenticeship category: Business and administration
• Maximum funding: £7,000 ; Maximum amount government will fund ; for apprenticeship training.
• Also known as:
  • Benefit Advisor
  • Benefits Assessor
  • Benefits Officer
  • Business Rates Officer
  • Council Tax Officer
  • Revenues and Benefits Officer
  • Welfare Officer
  • Welfare Support Worker/Advisors
• Skills:
  Skills an apprentice will learn

  • Consistently deal with customers politely and considerately, adapting your approach to meet customer and employer needs
  • Achieve outcomes that the customer wants where possible. Where this is not possible, explain the reasons why. Evaluate and recommend alternative options
  • Obtain all required information in the most effective way to allow tasks to be completed, considering each customers individual circumstances
  • Interpret and evaluate all information to determine the relevant details for the required task
  • Interpret and evaluate information to judge whether there is potential fraud indicated. Refer to the appropriate department where required
  • Determine whether a dispute should lead to a change of decision and explain the reasons, using appropriate legislation
  • Handle sensitive information securely and in line with current legislative requirements
  • Analyse and use information and legislation to calculate amounts due when a customer first contacts your department (e.g. new claims or new accounts)
  • Analyse and use information and legislation to correctly deal with changes in customers circumstances, recalculating amounts due where required
  • Provide justification for any inferences drawn from available information
  • Decide on the best method of recovery by evaluating the customers circumstances. Act on this judgment to start recovery of amounts due
  • Use judgement to deal correctly with non-routine situations that arise
  • Adapt your communication style and method to meet the individuals needs
  • Communicate confidently by being personable, asking insightful questions and being able to negotiate effectively and respectfully
  • Undertake activities to ensure knowledge stays current
  • Take appropriate action within the limits of your authority to solve problems or make relevant colleagues aware of them
  • Make accurate decisions based on the information available
  • Support team members to achieve the best outcome for the team
  • Request assistance or authorisation when required
  • Communicate with other departments to achieve required outcomes
  • Proficiently use the systems available to achieve tasks
  • Refer to processes to determine the action to be taken
  • Evaluate the customers financial position, assisting with personal budgeting where appropriate, or directing the customer to appropriate support

Full information on Revenues and welfare benefits practitioner (level 4) is available from the Institute for Apprenticeships and Technical Education.

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