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Job description

As a member of Operational Delivery Profession (ODP), you are often working directly with the public offering first class customer service. If you don’t have a role delivering directly to the public, you support those that do. In both cases, you make a real difference to people’s lives and make government policies, strategies and plans a reality. Our main priority is to provide our customers and colleagues with an excellent service. We help and support them and deliver the services that they require making sure their needs are met in a manner that reflects positively on our organisation. WHAT IS THE NICS OPERATIONAL DELIVERY APPRENTICESHIP SCHEME? The Operational Delivery Apprenticeship Scheme is an entry level route into a career in Operational Delivery which gives you the opportunity to earn, learn and develop professionally all at the same time. NICS Apprenticeships mean you are employed from day one, learning the skills you need while you work. YOU WILL BE WORKING IN OPERATIONAL DELIVERY AND: Will have the important job of delivering essential public services. Will make sure our citizens and businesses get the services and support they need. Will have a real impact and make a difference to peoples lives every day.

Responsibilities

• You will be expected to deliver services using modern technology. Operational Delivery Apprentices in customer facing roles have to be able to cope with the pressures faced in a busy front line work environment.
• While the precise duties and responsibilities of individual apprenticeships may vary, listed below are some examples of the type of work and duties you may be expected to undertake:
• Providing customer service in a telephony or customer facing environment to a diverse range of customers both internal and external, including participating in telephone and/or public office rota duties where the post demands.
• Gathering, checking, assessing and interpreting information to make decisions/recommendations against clearly defined criteria, regulations, procedures and deadlines. For example, benefit claims/ rebate.
• Applications, processing waste permits, bankruptcy orders, land registration applications, collecting rates, pursuing debt and recovering rates through appropriate legal processes and assisting line management at court.
• Making decisions regarding benefit or other types of entitlements by examining the facts/information available.
• Assessing claims/applications and dealing with customer enquiries via face to face, telephone, written or electronic means.
• Participating in a team in a target driven, customer facing environment to support the delivery of customer service, quality and performance.
• Maintaining relevant recording systems, databases and spreadsheets. Searching and interrogating those systems to produce information to assist decision makers.
• Processing straightforward financial transactions including the lodgement of monies and processing invoices in adherence with Departmental and Account NI procedures.
• Providing general administrative support where required, for example, ordering stationery, organising meetings and taking minutes, booking venues and hospitality, making travel arrangements. Duties may also include management of the branch calendar.
• Handling and communicating personal data in accordance with departmental policies.

Skills and Qualifications

Essential Skills

• Applicants who have previously achieved Level 3 or above in a recognised vocational qualification in an Operational Delivery, Customer Service or Business Administration related course are NOT eligible to apply for this competition.
• Able to work accurately whilst managing your time efficiently.
• Communication skills.
• Ability to work as part of a team.

Further Information

NICS Application form only, Vacancy closing date Friday 7 November 2025 at 12 noon. Diversity and inclusion are reflected in and embedded across the entire range of NICS employment policies and practices, such as: Transitioning at Work Policy, Dignity at Work Policy, Maternity Leave, Paternity Leave, Special Leave, Adoption Leave, Reasonable Adjustment Guidance and Alternative Working Policy. The following groups are under-represented at this grade in the Northern Ireland Civil Service. We therefore particularly welcome applications from: -Protestants and males; -People under the age of 35; -People with a disability; and -People from minority ethnic communities. All applications for employment are treated strictly on the basis of merit.

Application Information

Visit the recruitment service website www.nicsrecruitment.org.uk(Please quote reference number: IRC318158)