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Apprenticeship training course

Revenues and welfare benefits practitioner (level 4)

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Information about Revenues and welfare benefits practitioner (level 4)

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

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • Practical and technical knowledge of the relevant legislation to ensure accuracy and legality of actions taken, including: Local Government Finance Act 1988, Local Government Finance Act 1992, Social Security Contributions and Benefits Act 1992, Welfare Reform Act 2012 and other relevant acts; Current regulations that provide details of how the role must be performed; Other relevant legislation, such as Data Protection and Freedom of Information
  • Understanding of organisational policies and procedures that must be followed in the role, including: Policies that affect how tasks are undertaken, such as Codes of Conduct, anti-fraud strategy or customer service standards; Procedures that affect how specific tasks must be undertaken and the reasons these are essential
  • Understanding of the way tasks are completed, including gathering required information, setting up records following initial contact with customers, updating records following changes in circumstances, calculating amounts due, arranging payments, explaining the reasons for actions taken to customers, follow up actions to recover amounts due, court proceedings
  • Understanding of the systems used to complete tasks
  • Understanding of the interactivity with other parts of the organisation, such as between revenues and benefits
  • Understanding of the relevant appeal process, including timescales for each stage of the process
  • Understanding of the way dispute and appeal tasks are completed
  • Detailed knowledge of the relevant legislation that determines how disputes and appeals must be dealt with
  • Understanding of who your customers are, their circumstances and why they need the support of your department
  • Knowledge of how to help and support customers to deal with their financial circumstances. Assist with personal budgeting, providing guidance to the customer to be able to manage this themselves
  • Knowledge of the wider welfare benefit system, including: What benefits / credits are available and who is eligible for them; The relationship between benefits / credits (e.g. if one affects calculation of another)

Skills

  • 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

Behaviours

  • Take responsibility for your actions, including admitting mistakes
  • Take appropriate action to correct any mistakes made
  • Be open to change. Amend your working practices in response to changes in processes with a positive attitude
  • Work with colleagues, other departments or other organisations to achieve outcomes for your customers and organisation
  • Complete your tasks at a pace that ensures that you maintain accuracy, meet expectations and play your part in your teams performance
  • Meet personal commitments, including attendance, punctuality and completing tasks assigned to you
  • Be truthful and sincere in your speech and actions
  • Do the right thing even when this may seem difficult
  • Understand that there are people who try to abuse the system
  • Be cautious about information received where needed and check its accuracy where possible
Apprenticeship category (sector)
Business and administration
Qualification level
4
Equal to higher national certificate (HNC)
Course duration
12 months
Maximum funding
£7,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • Council Tax Officer
  • Business Rates Officer
  • Benefits Officer
  • Benefits Assessor
  • Welfare Officer
  • Revenues and Benefits Officer
  • Benefit Advisor
  • Welfare Support Worker/Advisors

View more information about Revenues and welfare benefits practitioner (level 4) from the Institute for Apprenticeships and Technical Education.