Customer Care & Administration Apprentice

Summary

As a Customer Care & Administration Apprentice you will be working with our experienced customer care team to provide excellent service to residents of our new homes. Working within our Salford office you will play a key role in the growth of our business, ensuring high satisfaction with our clients.

Wage

£16,500 a year

Check minimum wage rates (opens in new tab)

Training course

Customer service practitioner (level 2)

Hours

Monday to Thursday 8am to 5pm, Friday 8am to 4pm.

39 hours a week

Start date

Monday 12 May 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

Champion the customer throughout the business and be the first elevated point of contact for our clients, their customer care teams and their individual tenants
Work with our clients at the point of handovers to be available to show their neighbourhood teams how features in the homework, and aid their tenants where this is required
Receive and log defects within our Development Management System
Assign defects to in-house teams and subcontract teams, arranging appointments with tenants for these to be completed
Keep tenants informed about upcoming appointments and liaise with tenants following completion of works to ensure total satisfaction in works complete
Monitor KPI performance against specific contract requirements
Undertake day to day call handling, answering inbound phone calls and direct around the team
Work with Customer Care Manager to assign work to Customer Care Operatives and manage their work routes

Where you’ll work

208-210 GREAT CLOWES STREET
SALFORD
M7 2ZS

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

BURY COLLEGE

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.

Requirements

Essential qualifications

GCSE 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
Analytical skills
Team working
Patience

About this company

Watson are a family business, delivering affordable housing along with private sale and build to rent developments across Greater Manchester, Lancashire and High Peak.

http://www.watsongroup.co.uk (opens in new tab)

After this apprenticeship

Following completion of this apprenticeship you will be offered a Customer Care role.

Ask a question

The contact for this apprenticeship is:

WATSON CONSTRUCTION LIMITED

Rob Watson

hello@watson-homes.co.uk

The reference code for this apprenticeship is VAC1000306115.

Apply now

Closes in 2 days (Wednesday 30 April 2025 at 11:59pm)

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