Business Administration Apprentice - Complaints & Tribunals

Sandwell Metropolitan Borough Council; Oldbury; On-site; GBP 15,000 - 20,000; Full time

Job summary

A local government council in the United Kingdom seeks an Apprentice Business Administrator to provide efficient support to Complaints and Tribunals Officers. The candidate will assist with case management, maintain IT systems, and ensure confidentiality. This role offers the opportunity to gain a Level 3 qualification and partake in mandatory training including data protection and safeguarding. Ideal candidates will have good communication, IT, and organisational skills, as well as relevant GCSE qualifications.

Benefits

Level 3 Business Administrator qualification

Mandatory training in various essential areas

Supportive team environment

Qualifications

• Confident telephone service with message handling.
• Experience with IT systems including Microsoft applications.
• Ability to maintain confidentiality and handle sensitive data.

Responsibilities

• Provide efficient support to Complaints and Tribunals Officers.
• Assist in maintaining accurate electronic logging systems.
• Investigate and gather information for case resolutions.
• Compile statistics and analyse complaint data trends.

Skills

Communication skills

IT skills

Attention to detail

Organisation skills

Customer care skills

Problem solving skills

Presentation skills

Administrative skills

Analytical skills

Team working

Education

GCSE English (grade 9-4/A-C or equivalent)

GCSE Maths (grade 9-4/A-C or equivalent)

Job description

• Provide confidential, accurate, and efficient support to the Complaints and Tribunals Officers in the Special Educational Needs (SEN) Team.
• Assist with the use and maintenance of IT systems, including emails, spreadsheets, databases, and Microsoft applications to produce letters and confidential reports.
• Maintain an accurate electronic logging and filing system for complaints, SARs, FOIs, Ombudsman enquiries, and other casework.
• Deliver a confident, friendly, and professional telephone service, including receiving and screening messages and redirecting calls where appropriate.
• Under supervision, investigate, gather information, and provide evidence to support case resolutions.
• Keep customers informed of case progress as directed by the Complaints and Tribunals Officers.
• Assist with analysing complaint and tribunal data trends, compile statistics, and maintain accurate records under supervision.
• Participate in training on the SEN Code of Practice and other role‑related learning.
• Prioritise workload effectively to meet deadlines.
• Ensure all work meets council standards, regulations and legislation requirements.
• Uphold high levels of confidentiality in line with the Council's Code of Conduct and GDPR.
• Take part in the Council's Appraisal/Review Scheme.
• Carry out duties in line with equality policies, promoting inclusivity and sensitivity to the needs of disadvantaged groups, and act as a role model in line with the Equality Act 2010.
• Undertake other tasks as required to support the objectives of the Thematic Area, appropriate to grade and ability.
• Always carry out responsibilities with due regard to the council's health and safety policies and procedures.
• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face‑to‑face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best‑practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem‑solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
• Training schedule: On completion you will gain a Level 3 Business Administrator qualification. The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include: Fire Awareness, Prevent, Safeguarding, Data Protection & Cyber Security and Equality & Diversity.
• GCSE in:
  • English (grade 9‑4/A‑C or equivalent)
  • Maths (grade 9‑4/A‑C or equivalent)
• Other in:
  • English (grade Level 2)
  • Maths (grade Level 2)
• Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Proof of qualification certificates will be required during the recruitment process. Please be aware that you will come into contact with sensitive information, for which data security must be maintained. You will need to be flexible and be very confident in talking to people at all levels. You must be prepared to adhere to Council Policies, including the Data Protection Act.