Case Owner Apprentice, Wokingham Borough Council

Positions: x5

Weekly wage: 


Working week: 

42.5  (8.30am – 5pm)

Apprenticeship duration: 

12 months 

Apprenticeship level: 
Intermediate Level Apprenticeship 


Wokingham, RG40 1BN 

Employer Description:

Local Authority services for Wokingham 

Duties include:

Exciting opportunity to develop key customer service and business operations skills, providing integral enquiries support for the council’s external stakeholders and internal staff.

The position offers a rare opportunity to take ownership of customer caseloads, learning how to respond, escalate and effectively provide end to end solutions to a variety of enquiries.

This role focuses on supporting the business services case management function, working as part of a dynamic team to ensure the provision of a responsive, efficient service.

Service Delivery Duties:

  • Assist the efficient, effective and consistent processing and resolution of customer case work, logging and updating cases using IT systems, identifying and meeting customer needs and ensuring the sharing and dissemination of best practice.
  • Assist with the understanding of customer need through effective feedback and case insight communication to help shape speedier, simpler customer response systems.
  • Supporting customer self-serve and communicating ideas for the council to initiate further self-serve opportunities that empower stakeholders.
  • Take ownership of non-complex customer issues, escalating and consulting with specialists if required. Maintain confidentiality in line with agreed policy and relevant data protection legislation.
  • To support the continuous improvement of processes and procedures within the service using best practice from others where appropriate.

Successful candidates will be rewarded with quality training, excellent career progression opportunities and the experience of helping to shape the council’s new internal processes and systems. 

Successful candidates will train towards a Nationally recognised Business Administration BTEC Level 2 Diploma.

Desired skills:

Relevant work experience (some office exp ideally)
Good standard of education, including excellent literacy and numeracy skills.
Good IT skills including office software such as Microsoft Word, Outlook, PowerPoint and Excel
Good written and verbal communication skills
Ability to actively listen in order to extract and assess the important information

Qualifications Required:​

N/A but good levels of written, verbal and numeracy skills required.

Personal Qualities:

Some experience of working to tight timescale and with high levels of accuracy.

Things to consider: 


Future prospects:

Progression onto Level 2 or Level 3 Case Owner or Case specialist work.

Apprenticeship National Minimum Wage:

This applies to 16-18 year old apprentices and those aged over 19 in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies.
The National Minimum Wage (NMW) for Apprentices is £3.50 per hour

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