Apprentice Customer Service Advisor
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Company: East Midlands Housing and Regeneration Ltd
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Location: Leicestershire, LE67 4JP
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Type: Apprenticeship
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Salary: £23,222.00 per year
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Sector: Sales, marketing and procurement
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Ref: NAS-2000028254
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Application Deadline Date: 30/05/2026
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Start Date: 01/07/2026
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Positions Available: 1
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Working Week: 7 hours per day between Monday - Friday, 8.00am - 6.00pm (annualised hours contract), meaning shift patterns are given in advance.
Brief Description
To deliver front line customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS.
To employ a high standard of customer care in all customer contacts, internal and external.
To provide administrative support as required.
Training to be Provided
- Customer Service Practitioner Apprenticeship Standard
- Functional skills in maths and English if required (those aged 19+ will not need to sit maths and English Functional Skills if they do not already have the exemptions)
- Internal relevant training courses as required for the job
Future Prospects
It is expected that upon completion of the apprenticeship there may be an opportunity to remain in a full-time position within customer services or progress further within the organisation onto a suitable pathway.
Vacancy Detail
- To deliver frontline customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS
- To employ a high standard of customer care in all customer contacts, internal and external
- To provide administrative support as required
- This post is subject to a basic DBS clearance
Principal Duties and Responsibilities:
- To deliver frontline customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS
- To employ a high standard of customer care in all customer contacts, internal and external
- To provide administrative support as required
- In particular to:
- Handle all multimedia queries, and resolve them promptly in a helpful, respectful and courteous manner
- Providing a tailored service for our diverse customer base
- Interpret repair queries and respond within set guidelines including instructions to contractors
- Tenant arrears – sending standard letters as generated by Orchard in accordance with Income management policy
- Providing advice, including welfare benefits, updating our records, liaising with relevant officers and making appropriate agreements to repay
- Deal with lettings queries as appropriate for the LA region
- To keep accurate records of involvement and action taken and to ensure that all records, computerised and manual are kept up to date
- To contribute positively to the CSC team to ensure effective operation of the CSC, which also includes the Customer Experience Team
- To communicate/liaise with other departments, offices and external bodies to ensure the efficient, professional and effective provision of services
- Promptly refer calls that cannot be dealt with to the appropriate member of staff. Maintain regular and effective liaison with group-based staff
- To undertake administrative duties as requested. Examples would include word processing, data input, post, photocopying, faxing and stationery management
The start date for this role is negotiable depending on individual circumstances.
Other Information
- It is important that the successful candidate can respect the confidential nature of personal information and privacy
- This is an office-based job role
- It is a very busy environment
- This post is subject to DBS clearance
- Maths and English Grade 4 or above or equivalent qualifications are preferred or willingness to work towards is essential
Please note:
- We reserve the right to close these vacancies prior to the application deadline once a sufficient number of applications have been received, so we recommend early application