Apprentice Customer Service Advisor

Role Summary

To be the first point of contact with our customers, ensuring customer satisfaction in line with our service strategy, working as part of a team to provide a comprehensive customer experience.

Role Specific Responsibilities

• Ensure effective customer contact is achieved within set timescales, and in line with policy and procedure, using all communication platforms, including taking telephone calls and responding to e-mails/webchats.
• Respond to online customers general/repairs enquiries and provide standard written responses in line with guidance.
• Taking customer repairs calls, diagnosing issues & booking repairs appointments.
• To maintain accurate and timely record keeping.
• Participate in training, following identification of needs through a training needs analysis.
• Take an active role in the implementation of new customer service initiatives.
• Participate in projects and working groups at the request of the Customer Services Manager.
• Assist the Customer Services Manager in the implementation of policies and processes aligned with a good customer experience, with a view to improving performance by listening to and acting on customer feedback.
• Assist with the creation and review of processes for the customer services team and ensure processes are adhered to.
• Ensure full business continuity is achieved by providing cover for the operation where necessary, this may include working in any of our offices from time to time.
• Apply professional curiosity to help identify if residents have circumstances which may make them potentially vulnerable and if they have additional support needs; signpost to internal and/or external support services.
• Promote resident engagement opportunities and capture resident feedback to support our resident engagement objectives, with a view to continuous improvement.
• Effectively liaise with other departments/staff/outside agencies as appropriate.
• Provide day to day facilities cover as needed.

During your apprenticeship you will

• Dedicate at least 20% of your working hours to training or studying by attend training sessions, workshops, and meetings to gain essential knowledge in the field.
• Participate in off and on-the-job training to apply your learning in real-world scenarios, enhancing your practical skills and understanding.
• Complete assignments, assessments, and coursework to fulfil the programmes requirements.
• Engage in 1:1 sessions and performance reviews, providing valuable insights for personal growth and skill development.
• Receive mentoring and support from experienced professionals, offering guidance to help you succeed.
• Have opportunities for career development within the company, exploring potential growth and advancement.
• Complete a final end point assessment to demonstrate your knowledge, skills, and competence at the end of your apprenticeship. If you have not yet achieved a Level 2 in Functional Skills in math’s and English (or equivalent, such as GCSEs at grades A-C/9-4), you will also be required to complete these qualifications during your apprenticeship.

Eligibility Criteria

To be eligible for apprenticeship funding you must meet the following eligibility criteria:

• You must have been a resident in the UK, or EEA, Switzerland, or Gibraltar if you are an EEA national with pre-settled status in the EUSS, for at least the previous three years (you will be asked to provide evidence of this)
• You must not hold a qualification at the same level or higher in the same subject
• You will need to be 18 or older at the start of the apprenticeship