Apprentice Telephony Caseworker

This is a telephony focused Customer Service Specialist Apprenticeship role at the heart of our busy Service Centre. As a valued member of a supportive and welcoming team, you will play a key part in delivering excellent customer service primarily through inbound and outbound telephone contact . The role is fast paced, rewarding, and central to supporting parents and families across the UK. While you will occasionally support customers digitally, the core and essential requirement of this role is telephony work. This involves spending the majority of your working day handling telephone calls while using a headset, managing conversations professionally, and resolving customer queries in real time. There are no alternative non-telephony deployment options within this role. We are committed to creating an inclusive workplace and will consider workplace adjustments to support colleagues to deliver all aspects of the telephony role. Key Responsibilities: Make and receive a high volume of telephone calls in a contact centre environment while wearing a headset, providing clear, accurate and compassionate support to customers. Address a wide range of telephony queries, completing any follow‑up actions and escalating cases appropriately, often managing multiple tasks at once. Handle sensitive or challenging conversations with professionalism, resilience and empathy. Support online customers digitally when required (these are secondary to telephony responsibilities). Manage your own caseload, balancing multiple priorities in a fast-paced environment. Provide high-quality customer service, ensuring information given is accurate, timely and easy to understand. Gather information from various sources to make accurate calculations and decisions regarding liability to pay child maintenance, inputting information precisely into internal IT systems. Negotiate child maintenance arrangements and payment plans in line with legislation and guidance. Secure payments and clearly explain t