Are you looking for a career in Welfare Rights or revenues?

Come and work with us and gain a recognised qualification while building valuable, real-world experience! An exciting opportunity to join our Financial Well-being Service as a Welfare Benefits Practitioner, supporting residents across the city.

Wage

£26,403 a year
Minimum wage rates (opens in new tab)
Pay award pending

Training course

Revenues and welfare benefits practitioner (level 4)

Hours

Monday to Friday, 9am to 5pm as an example, but with the ability to work flexibly.
37 hours a week

Start date

Tuesday 1 September 2026

Duration

1 year 6 months

Positions available

1

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

Customer Service & Case Management

• Support & advise customers to improve their financial wellbeing – especially those in crisis situations.
• Engage with customers to gather relevant information and explain complex matters clearly and appropriately.
• Maintain accurate and up-to-date records in accordance with legal and organisational requirements.
• Provide advice and support to help customers access financial support and manage their income effectively.
• Understand the challenges customers face and offer appropriate solutions or referrals.

Revenues Administration

• Establish liability for Council Tax, applying discounts, exemptions, and reliefs as appropriate.
• To liaise with Revenues to arrange payments of benefits to customers
• To recalculate benefits following changes in circumstances

Welfare Benefits Administration & Support

• Assess eligibility for all welfare benefits based on circumstances.
• Provide accurate welfare rights advice to support vulnerable individuals.
• To support the application process.
• Assist customers in understanding and navigating the UK benefits system.
• Support customers in maximising their income through benefit entitlement checks and budgeting advice.
• To complete benefit claim forms to increase customers' income.
• To identify other financial wellbeing support available

General Duties

• Undertake any other duties commensurate with the grade and level of responsibility of the post.

Where you'll work

Sunderland City Council
People Management
Smart Cities and Enabling Services
City Hall
SR1 3AA

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

MIGHTY OAK TRAINING LTD

Training course

Revenues and welfare benefits practitioner (level 4)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• 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 customer's 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 customer's 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 individual's 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 customer's financial position, assisting with personal budgeting where appropriate, or directing the customer to appropriate support