Apprentice Customer Service Advisor

Summary

The Customer Service Advisor is a key role within the business, acting as the first point of contact for our customers, covering a range of queries, dealing with sensitive issues, and treating each customer with respect. An excellent opportunity has arisen for an apprentice to work for EMH group in the Customer Services Centre.

Annual wage: £20,821 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday - Friday 8.00am - 6.00pm
35 hours a week
Possible start date: Wednesday 2 October
Duration: 1 Year
Positions available: 1

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

Handle all multi media 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
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

Where you’ll work

Memorial House

Whitwick Business Park

Coalville

Leicestershire

LE67 4JP

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

P.T.P. 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
Functional Skills if required
Blended on/off the job training and location to be confirmed

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade 4)
Maths (grade 4)

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
Patience

Other requirements

To uphold the vision and values of the emh group and emh homes To take individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered. To ensure a safe working environment in accordance with Health and Safety Regulations. To attend fire drills and staff meetings. To attend training events as required. To maintain an awareness of current instructions circulated by staff meetings, departmental and head office bulletins, circular letters or by verbal or written information given by your Responsible Officer. To respect the confidential nature of personal information. To recognise and promote emh group’s Equality and Diversity Strategy.

About this company

Employer Description With 22,000 homes, emh is one of the largest providers of social housing and care services in the East Midlands, working across 50 local authority areas. Diversity and inclusion sit at the heart of emh’s social ethos, driving its mission to ‘Improve Opportunities for People’. We invest in communities by tackling homelessness initiatives, providing financial inclusion support, involving residents in shaping services, as well as building high quality homes for rent and shared ownership to meet the diverse needs of our local communities. We are proud of our 1100 colleagues who make a difference for our residents every single day. We are committed to investing in our colleagues with continuous learning and development opportunities to develop and nurture talent to promote professionalism in service delivery. This includes apprenticeships and postgraduate programmes. A job with us is challenging, stimulating and rewarding. We offer a friendly, open environment and encourage professional development among all our employees.

Company benefits

Competitive Salary. Contributory pension scheme. Health Cash Plan - BHSF, 39 days' annual leave (including statutory days), increasing with length of service (pro-rata for part time).

After this apprenticeship

Possible progression to Level 3 for the successful candidate.

Ask a question

The contact for this apprenticeship is:

P.T.P. TRAINING LIMITED

PTP Recruits

ptprecruits@ptp-training.co.uk

01922651100

The reference code for this apprenticeship is VAC1000271290.

Apply now

Closes in 14 days (Monday 30 September at 11:59pm)

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