At a Glance
- Tasks: Deliver first-class customer service and support government policies using modern technology.
- Company: Join the Northern Ireland Civil Service with a focus on diversity and inclusion.
- Benefits: Gain valuable experience, develop skills, and contribute to meaningful public service.
- Other info: Applications from under-represented groups are particularly welcomed.
- Why this job: Make a real difference in people's lives while working in a dynamic environment.
- Qualifications: No prior Level 3 qualifications in relevant fields; teamwork and time management skills required.
As a member of Operational Delivery Profession (ODP), you are often working directly with the public offering first class customer service. If you don’t have a role delivering directly to the public, you support those that do. In both cases, you make a real difference to people’s lives and make government policies, strategies and plans a reality. Our main priority is to provide our customers and colleagues with an excellent service. We help and support them and deliver the services that they require making sure their needs are met in a manner that reflects positively on our organisation.
Responsibilities
- You will be expected to deliver services using modern technology. Operational Delivery Apprentices in customer facing roles have to be able to cope with the pressures faced in a busy front line work environment.
- While the precise duties and responsibilities of individual apprenticeships may vary, listed below are some examples of the type of work and duties you may be expected to undertake:
- Providing customer service in a telephony or customer facing environment to a diverse range of customers both internal and external, including participating in telephone and/or public office rota duties where the post demands.
- Gathering, checking, assessing and interpreting information to make decisions/recommendations against clearly defined criteria, regulations, procedures and deadlines. For example, benefit claims/ rebate.
- Applications, processing waste permits, bankruptcy orders, land registration applications, collecting rates, pursuing debt and recovering rates through appropriate legal processes and assisting line management at court.
- Making decisions regarding benefit or other types of entitlements by examining the facts/information available.
- Assessing claims/applications and dealing with customer enquiries via face to face, telephone, written or electronic means.
- Participating in a team in a target driven, customer facing environment to support the delivery of customer service, quality and performance.
- Maintaining relevant recording systems, databases and spreadsheets. Searching and interrogating those systems to produce information to assist decision makers.
- Processing straightforward financial transactions including the lodgement of monies and processing invoices in adherence with Departmental and Account NI procedures.
- Providing general administrative support where required, for example, ordering stationery, organising meetings and taking minutes, booking venues and hospitality, making travel arrangements. Duties may also include management of the branch calendar.
- Handling and communicating personal data in accordance with departmental policies.
Skills and Qualifications
- Applicants who have previously achieved Level 3 or above in a recognised vocational qualification in an Operational Delivery, Customer Service or Business Administration related course are NOT eligible to apply for this competition.
- Able to work accurately whilst managing your time efficiently.
- Ability to work as part of a team.
Further Information
NICS Application form only, Vacancy closing date Friday 7 November 2025 at 12 noon.
Diversity and inclusion are reflected in and embedded across the entire range of NICS employment policies and practices, such as: Transitioning at Work Policy, Dignity at Work Policy, Maternity Leave, Paternity Leave, Special Leave, Adoption Leave, Reasonable Adjustment Guidance and Alternative Working Policy.
The following groups are under-represented at this grade in the Northern Ireland Civil Service. We therefore particularly welcome applications from: Protestants and males; People under the age of 35; People with a disability; and-People from minority ethnic communities. All applications for employment are treated strictly on the basis of merit.
Application Information
Visit the recruitment service website www.nicsrecruitment.org.uk (Please quote reference number: IRC318158)
Operational Delivery Apprentice Scheme employer: NICS
As an Operational Delivery Apprentice with the Northern Ireland Civil Service, you will be part of a dynamic team dedicated to providing exceptional customer service and making a tangible impact on the lives of the public. Our inclusive work culture prioritises employee growth through comprehensive training and support, ensuring that you develop valuable skills in a fast-paced environment. With a commitment to diversity and a focus on community engagement, this role offers a unique opportunity to contribute to meaningful government initiatives while enjoying a supportive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Delivery Apprentice Scheme
✨Tip Number 1
Get to know the company! Research the Northern Ireland Civil Service and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your customer service skills! Since this role is all about delivering first-class service, think of scenarios where you can demonstrate your ability to handle diverse customer needs. Role-play with friends or family to build confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even give you a heads-up about upcoming opportunities. Plus, it shows you're proactive!
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It makes it easier for us to track and gives you a better chance of standing out. Don’t miss out on this opportunity!
We think you need these skills to ace Operational Delivery Apprentice Scheme
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role. We want to see how you can bring your unique flair to our team!
Show Off Your Customer Service Skills:Since this role is all about delivering first-class customer service, share specific examples of how you've excelled in similar situations. We love hearing about your real-life experiences!
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your application is easy to read. Remember, less is often more!
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way to ensure it gets to us directly and helps us keep track of all applicants.
How to prepare for a job interview at NICS
✨Know Your Customer Service Basics
Brush up on the fundamentals of excellent customer service. Be ready to discuss how you would handle various customer scenarios, especially in a busy environment. Think about examples from your past experiences where you provided great service or resolved issues effectively.
✨Familiarise Yourself with the Role
Take time to understand the specific duties and responsibilities of the Operational Delivery Apprentice role. Research the types of services you’ll be delivering and the technology involved. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Practice Decision-Making Scenarios
Since the role involves making decisions based on defined criteria, prepare for situational questions. Think through how you would assess claims or handle customer inquiries. Practising these scenarios can help you articulate your thought process during the interview.
✨Show Your Team Spirit
Emphasise your ability to work as part of a team. Prepare examples that highlight your teamwork skills, especially in a target-driven environment. Discuss how you’ve collaborated with others to achieve goals, as this is crucial for success in the role.
