Apprentice Telephony Caseworker

About the role

This apprenticeship offers a telephony-focused Customer Service Specialist role within the Department for Work and Pensions' busy Service Centre. As a key member of a supportive team, you will primarily deliver excellent customer service through inbound and outbound telephone contact. This fast-paced and rewarding role is central to supporting parents and families across the UK. While some digital support may be required, the core of the role is handling telephone calls professionally, managing conversations, and resolving customer queries in real time. There are no alternative non-telephony options for this role. The employer is committed to an inclusive workplace and will consider adjustments to support colleagues in all aspects of the telephony role. Key responsibilities include making and receiving a high volume of calls, addressing telephony queries, managing sensitive conversations with professionalism and empathy, supporting online customers when needed, managing your own caseload, providing accurate information, gathering information for calculations and decisions, negotiating child maintenance arrangements, securing payments, and taking appropriate enforcement actions.

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