Summary
Starting on 1st September 2025, we are offering a 15-month paid apprenticeship with the opportunity to gain a real insight into a key business area and contribute to delivering excellence for our customers. Motivation, enthusiasm and the ability to use your initiative are key, along with a strong desire to learn.
Wage
£17,488 a year
Training course
Customer service practitioner (level 2)
Hours
37 hours a week. Working in the Civic Office or agile working at home. Typical hours are 8.30 am to 5pm, Monday to Friday.
37 hours a week
Possible start date
Monday 1 September
Duration
1 year 3 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you’ll do at work
* The role is based in the St Leger Homes Tenancy Sustainability Team helping to provide the best customer service support to both internal and external stakeholders. It is a busy team delivering a wide range of functions within the team
* Dealing with telephone enquiries from tenants, stakeholders and agencies, such as Doncaster Council and Department for Work and Pensions
Inputting data regarding tenants’ circumstances, ensuring details are always up to date
* Contacting tenants and taking payments over the phone
Working closely with staff from our Tenancy Support Officers and Income Management team
Where you’ll work
Civic Office
Waterdale
Doncaster
DN1 3BU
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
DN COLLEGES GROUP
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
* Training will take place in the workplace
* Day release at Doncaster College
Requirements
Essential qualifications
GCSE in:
* Maths, English and one other subject (grade 4-9 / A-C)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Patience
Other requirements
Please also note that any job offer to work at St Leger Homes is subject to satisfactory pre-employment checks. This may include an entry assessment to the relevant Training Provider / College. A basic DBS check will be required for this role and also satisfactory proof of compliance with the Government’s BPSS requirements