Assessment, Policy and Training Team (APT)

Our Assessment, Policy and Training (APT) team provide training and support in leadership, soft skills, revenues, benefits and customer services to internal and external clients.

What is your team responsible for?

Our team provide high quality training sessions, workshops and materials to support employees both internally and externally working in a local government environment. We have experience of dealing with all areas of Council Tax, Business Rates, Housing Benefit and Council Tax Reduction services undertaken by front and back office employees.

We offer a really broad range of training and methods. For example, we carry out both classroom based and interactive training programmes for employees and leadership programmes for different levels of management development, we assist with recruitment processes, including providing training to interviewers and offering assessment days to enable prospective employees to be analysed to ensure the best candidates are identified.

And as part of the soft skills packages delivered, we provide coaching workshops and programmes to managers so that they can motivate and inspire their team members and we also perform an ongoing accreditation process to attendees of the programmes.

Our team regularly processes Housing Benefit and Council Tax Reduction Appeals for four Local Authorities from 1st stage decision-making to writing submissions and attending tribunal hearings.

Roughly how many people are in APT?

We have 26 members of the team based around England, Scotland and Wales.   

Describe a typical day for APT

Every day is different and can bring a fresh challenge within APT.  Members of the team could be welcoming new employees into the company and providing them with training programmes tailored to their needs or developing existing employees’ knowledge.

At the same time, other members of the team could be developing new and innovative training materials. The training materials we use are constantly being developed so that they keep up with learning styles and trends. We are continually looking for ways to develop interactive training and utilise alternative training methods which reflect the way that Capita is always looking to be a brand leader.

When training courses and workshops are not being delivered the team will be ensuring their own knowledge is up-to-date. We attend conferences and workshops to make sure we are aware of all legislative changes. We look to adopt innovative ideas to ensure the training we deliver follows Capita’s Voice. Some of our trainers have recently attended the CIPD conference at London Olympia and the Scottish CPAG conference.

What is the proudest moment for your team?

Many of the proudest moments for the team are when it has a positive impact on the people we work with. It is very rewarding knowing that the services we deliver are able to help so many people; from the employee who applies the knowledge to their role, the client who receives the desired results for their performance statistics to the member of the public who receives prompt and efficient responses to their queries.

Tell us something that people may not know about the APT team

Collectively, our team has 507 years of working in Revenues, Benefits and Customer Services environments in various roles!

Read more about our training services for local government. You can also follow the team on Facebook and LinkedIn


Capita Local Public Services celebrates Responsible Business Week


As individuals, we can all seek to work responsibly. It is no coincidence that our Corporate Value ('VOICE') prominently include words like 'honesty', 'integrity' and 'ownership'.

Chris Terry, Compliance Director

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London Borough of Bexley Council

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In any one day, demand can change, and that generates a huge amount of work for the service. Capita is able to combine its experience on a number of different contracts up and down the country.

Dominic Cain, Director of Exchequer London Borough of Southwark Council