Customer Relations Apprentice

Summary

An exciting opportunity has arisen to get a foot on the ladder in the social housing sector. The benefits of becoming an apprentice include: Getting hands-on experience. Being paid to learn. Achieve industry-recognised qualifications. Get a feel for the work environment. Improve your employability and career opportunities.

Annual wage: £12,313.60 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: The role is working Monday to Friday. Times are to be confirmed.
37 hours a week
Possible start date: Monday 16 December
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

Working as part of a team to deliver a consistent, high-quality service, carrying out a range of customer service and administrative tasks to support the team including carrying out surveys on tenants who have recently had a repair carried out by Ongo. Monitoring of repairs to ensure they have been completed and notifying the Customer Relations & Service Improvement Manager of any that aren’t complete

Deal with a range of customers daily, answer queries and offer information that involves a lot of interaction with the public (as well as with colleagues) in a variety of methods including face-to-face, over the phone and via email, handling anything from general enquiries to complaints.

Where you’ll work

Ongo House

26-30 High St, Scunthorpe

DN15 6AT

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

CERT C.I.C.

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

Ongo is seeking an enthusiastic apprentice who will gain a Level 2 qualification in Customer Service.

Your study day will be conducted online via Zoom.

Requirements

Essential qualifications

GCSE in:

Maths and English (grade 3 or above)

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
Logical
Team working
Initiative
Non judgemental
Patience

About this company

At Ongo Homes, we offer quality, affordable homes for rent and sale in North Lincolnshire and neighbouring areas.

After this apprenticeship

Develop the skills to build a career in Customer Relations.

Ask a question

The contact for this apprenticeship is:

CERT C.I.C.

The reference code for this apprenticeship is VAC1000287045.

Apply now

Closes in 15 days (Monday 2 December)

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

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