Summary
A great opportunity to join the Rent Accounting & Home Ownership team, part of Sandwell Council’s Housing directorate. Our objective is to provide financial information and advice & guidance to internal Council officers as well as tenants & leaseholders. PREVIOUS APPLICANTS NEED NOT APPLY.
Wage
£14,526.20 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday, 9.00am - 5.00pm. Friday, 9.00am - 4.30pm.
37 hours a week
Start date
Monday 2 June 2025
Duration
1 year
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
* To provide support to the Rent Accounting and Home Ownership Team Lead for the integrity of data held within the rent accounting system
* To assist in the implementation of new system application releases and upgrades
* To assist in the development of rent accounting/leasehold reporting tools
* To assist with the period-end activities in accordance with agreed processes and timescales as well as reconciliations
* To support the investigation and allocation of any unidentified income to the correct account
* To assist with the production of financial reports/repairs reports & performance information as required
* To liaise with external stakeholders and internal sections within the council, as required
* To assist in the delivery of effective and efficient services to leaseholders and the right to buy applicants
* To assist with the production of statements, and all associated letters, including supporting people, contents insurance and leaseholder service charges
* To assist with updating procedural notes on the current rent and homeownership system
* To provide general administrative support to staff such as word processing, data inputting, photocopying, scanning and filing
* Receiving and taking appropriate action on incoming calls from customers, dealing with queries and requests
* Attending mandatory training and undertaking relevant and appropriate training related to the role as part of your personal development
* Ensuring confidentiality is maintained at all times
* Ensuring that policies and procedures are followed at all times
* Gathering customer feedback and analysing responses
Where you’ll work
Freeth Street
Oldbury
B69 3DB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
JUNIPER TRAINING LIMITED
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
Customer Service Practitioner Level 2 Apprenticeship Standard:
* The apprenticeship training will be delivered in the workplace, as you will receive visits from a college assessor
* The apprenticeship will also include a proportion of 20% Off The Job Training and a robust programme of Mandatory Apprentice Training provided by Sandwell Council to include Workplace Professionalism and Equality & Diversity
Requirements
Essential qualifications
GCSE in:
* English Language (grade 4-9)
* Maths (grade 4-9)
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
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Creative
* Initiative
* Non judgemental
* Adhere to data protection
* Client confidentiality
* Professionalism
Other requirements
Proof of qualification certificates will be required upon application. Initially this post requires the apprentice to work in the office a minimum of 4 days a week; following successful training and having met the competencies required to do the role with minimum support, agile working of a minimum of 2 days a week in the office will be offered.