Apprentice - Customer Service - Central Government

We will specialise in one of the following services for 1 year, allowing you to gain an in‑depth, end‑to‑end understanding of the service.

Local Welfare Provision (LWP) – NECSWS provides a managed service for two local authorities, issuing emergency payments to those in need due to an unpreventable disaster, emergency or crisis situation.

HGV Levy – Deals with hauliers from across Europe who wish to enter the UK for business purposes. A levy is purchased to cover wear and tear of the UK road network.

Blue Badge Unit – Handles all 207 higher‑tier local authorities regarding Blue Badge production and also provides a fully managed service on behalf of Birmingham City Council.

Northgate Appeals Service Unit – London Tribunals supports the Environment and Traffic Adjudicators and the Road User Charging Adjudicators, the independent tribunals that consider appeals against Penalty Charge Notices issued by London local authorities and Transport for London.

Job Description

The role is to service customers by determining requirements; answering inquiries; processing applications, fulfilling requests; maintaining database/work records/filing.

Advisors are responsible for ensuring that calls are answered in a timely and professional manner and that calls are resolved by demonstrating a detailed knowledge and understanding of the contract (full training will be provided on the contract requirements).

Business Fundamentals

• Maintain excellent levels of attendance and punctuality.
• Attend regular training and development sessions with an assigned mentor.
• Ensure company policies and procedures are understood and adhered to.
• Work with a dedicated apprentice mentor who will support and develop you throughout your apprenticeship.
• Develop telephone and administrative skills whilst dealing with a range of applicants from across Europe.
• A chance to become a well‑rounded member of the team with training in telephone duties, scanning, replying to emails, uploading documents, processing payments, liaising with appellants and assisting adjudicators in minor administrative functions.
• The opportunity to provide meaningful support to the most vulnerable in society, allowing genuine gratification while honing your skills as an NECSWS employee.
• You will be afforded the opportunity to work alongside a diverse team of skilled advisors, presenting an exciting opportunity to learn from some of the best employees NECSWS has to offer.
• You will be given the necessary training and development to distinguish yourself early in your career with NECSWS.
• An opportunity to learn the fundamentals of becoming a successful employee within a large multinational organisation.
• A chance to work within and contribute to a culture of success, driven by enthusiastic and ambitious employees.
• An opportunity through hard work and commitment to move through the NECSWS Academy Scheme.

Summary

This is an exciting opportunity for an ambitious individual with a hard‑working mentality to be successful in a role that genuinely makes a difference to the lives of the applicants. NECSWS is cultivating an environment that is driven by training and development and is committed to investing in the success of the employees.

Qualifications

• 5 GCSEs grade A‑C, including English, Maths and Science.
• Excellent telephone skills.
• Microsoft Excel and Word.
• Customer service and focus.
• Listening and verbal communication.
• Building relationships and people skills.
• Organisational skills to schedule daily/monthly workload.
• Interest in working flexible shifts including weekends (part‑time candidates will be considered).
• Problem solving and multi‑tasking.
• The flexible nature of NECSWS’s work means that agents will be required to work on other NECSWS customer service activities in ‘back‑office’ processing enquiries.
• Training on the system, processes and procedures are included.

Additional Information

• Private medical cover funded by NEC for employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell (FTE).
• 4 basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A group pension plan with fantastic employer contributions up to a maximum of 8.5%.
• A selection of flexible benefits to suit your individual needs.
• All colleagues get free access to LinkedIn Learning (over 15,000 courses covering a huge breadth of subjects).

Other Information

• Candidates must be able to demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role, a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share them with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Apprentice – Customer Service – Central Government • Hartlepool, England