Summary
As an Apprentice Customer Service Advisor, you’ll be the first point of contact for our residents, helping them with their inquiries, repairs, and housing-related questions. You’ll develop essential skills in customer service, communication, and problem-solving while working towards a Level 3 Customer Service Specialist Apprenticeship
Wage
£22,222 a year
Training course
Customer service specialist (level 3)
Hours
Monday - Friday between 08:00am - 18:00pm (35 hours)
35 hours a week
Possible start date
Tuesday 1 April
Duration
1 year 6 months
Positions available
5
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
* Answering resident queries via phone, email, and web chat
* Logging and tracking repair requests accurately in our system
* Providing clear and helpful advice to residents, ensuring a positive customer experience
* Working closely with colleagues to resolve issues efficiently
* Keeping records up to date and maintaining accurate information
Where you’ll work
Pembroke house
8 Northlands pavement
Basildon
SS13 3DU
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
PEABODY TRUST
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
You will complete a variety of induction training to settle you in and then begin your Level 3 Customer Service Apprenticeship. If there is a need for you to complete English and/or maths at Level 2 Functional Skills, this will form part of your apprenticeship programme.
Training will be scheduled in line with working pattern.
Location: Basildon
More training information
Successful candidates will then be invited to our Assessment Day on 6 March at our Contact Centre in Pitsea. This is a great opportunity to experience the role first hand and show us your skills!
Requirements
Desirable qualifications
GCSE or equivalent in:
* English (grade Grade 4 or C)
* Maths (grade Grade 4 or 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
* Organisation skills
* Customer care skills
* Problem solving skills
* Team working
* Initiative