The service is responsible for undertaking a critical function within the Community Financial Resilience department area which includes:
- The direct payments and provider payments team function which assists in the smooth running of payments to service users, care home providers and assisting in the financial monitoring process to ensure councils policies and procedures are adhered to and maintained.
After you have successfully completed your Apprenticeship Pathway you will have gained valuable workplace experience and attained a professional qualification which will improve your chances of finding work either within the Council or with another employer or help you move on to a higher level apprenticeship elsewhere. You will have networked across the Council and be aware of the internal job market during your time with us and we will provide support on your approach to the wider job market as part of your development programme.
The Payment Services Apprenticeship Pathway is ideal for those who enjoy helping others, wanting to gain experience of working within a financial assessment and payments setting and for those who are passionate about delivering good customer service.
To apply for this apprenticeship, you must be:
- aged 16 or above and
- unemployed (or working no more than 16 hours)
- and an Islington resident or Islington care leaver or a student at an Islington secondary school student currently or within the last 12 months.
- Not currently be qualified in customer service at level 2 or above
Payment Services Apprenticeship Pathway x 2
Salary: £19,802 p.a.
Location: Islington Council, 7 Newington Barrow Way, N7 7EP
Hours : 35 hours per week
Payment Services Apprenticeship Pathway consists of a 21 month long opportunity to build on your customer service skills and apply your ‘can-do’ attitude whilst working towards a level 2 Customer Service Practitioner apprenticeship qualification. Following the initial application process, successful applicants will join Islington Council’s Community Financial Resilience department
The payments team are responsible to ensuring that service users who are receiving a direct payment from the council receive this on a timely basis as well as undertaking a financial monitoring function to ensure that these funds are spent in accordance with the identified needs of the individual. The provider payments team are responsible for ensuring that all care home providers are paid correctly and promptly in accordance with agreed timetables. This is achieved through excellent customer service and the delivery of key activities which are designed to meet the needs of our customers. Working as part of a friendly and well respected team, your role will be varied and rewarding.
The Job - Working as a Payment Services Apprentice for the Council you will:
- Develop customer service skills and interact with service users (face to face/via email/on the telephone) and their representatives regarding their assessments
- Interact with service users and their representatives regarding their contributions and discussing their options based on agreed processes
- Gain skills in the payments and monitoring function and have the opportunity to undertake training in these areas.
- Develop administration skills including updating records
- Develop strong professional relationships with your own team and with others we work alongside and to whom we provide services.
Training and Development – Within your role you will:
- Complete a Customer Service Practitioner Level 2 qualification funded by the Council. This will be a blended learning approach where you will have times allocated to undertake learning with your training provider on a face to face/online basis and undertake remote learning and complete independent study;
- Join the Apprenticeship Pathway personal and professional development programme that will involve a series of varied development activities and events throughout your year with the Council
Closing Date: 30th January 2022
Assessment Day: week commencing 7th February 2022
Apprenticeship Start Date: TBC
As part of the recruitment process you must also meet the course entry requirements of the apprenticeship and this may result in further assessments undertaken by the training provider.
An information session is being held on 17 January at 12:00 for any residents who would like a chance to find out more about the role before applying and we can also offer some application guidance . Please register your details on by clicking on the apprenticeship information session link
If you are an Islington resident who would like support with your application please contact the iWork Team on 020 7527 3559 or email iWork@islington.gov.uk
Working in Islington Council
Islington Council offers a wide range of high quality Apprenticeship Pathways that combine working in a great job, comprehensive training and development opportunities, and a competitive salary.
We appreciate and value our employees and recognise the importance of a motivated and supported workforce. We will support your development through the activities mentioned above and through the ongoing support of your manager and a mentoring programme. In addition to the competitive salary and excellent annual leave package the organisation offers a wide range of benefits such as; discounted gym memberships and cycle schemes, discounted theatre tickets and local discounts from restaurants, shops, beauty therapists, and more!
1. Undertake a development programme leading to a level 2 Customer Service qualification
as part of an apprenticeship.
2. Actively participate in your own development plan under the supervision of your line
manager and the training provider.
3. To work under supervision to learn office/administration skills including filing,
photocopying, ICT programmes/systems and answering queries.
4. To provide finance, customer service and administrative support to your team as
directed by the Senior Finance Officer
5. Contact service users via telephone or in written communication to resolve issues or
queries on their account and work with them with direction from your Senior Finance
Officer to reach a successful conclusion.
6. Assist in tasks relating to the payments team commensurate to this role.
7. Respond to employee requests for information in person, on the phone and in writing.
8. Constructively take part in meetings, supervision, seminars and other events designed to
improve communication and assist with your own development and that of your role.
9. Undertake other duties compatible with your learning and development as required
10.Use information technology systems to carry out duties in the most efficient and effective
11.Achieve personal appraisal targets, as agreed by your line manager. Carry out duties and
responsibilities in accordance with the Council’s customer care standards.
12.Be committed to the Council’s core values of serving the public first, being open honest
and fair, and respecting all people and communities and to demonstrate the commitment
in the way duties are carried out.
13.Ensure that duties are undertaken with due regard and compliance with the Data
Protection Act and other legislation.
14.Carry out duties and responsibilities in accordance with the Council’s Health and Safety
Policy and relevant Health and Safety legislation.
15.At all times, carry out responsibilities/duties within the framework of the Council’s Dignity
for all Policy. (Equal Opportunities Policy).