Customer Service Apprenticeship

Summary

Our apprenticeship programme offers you an exciting chance to study for qualifications whilst working in a fast paced, forward-looking organisation. Want to earn while you learn? We’re currently recruiting for apprentices to join our Customer Services Team

Wage

£14,133.60 to £22,857.12, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

At Raven, we pay the national minimum or living wage rate applicable to your age for the first year of your apprenticeship and then the Real Living Wage once you have successfully completed the first year.

Training course

Customer service specialist (level 3)

Hours

Monday - Friday 36 hours, between the hours of 8am-6.30pm.

36 hours a week

Start date

Monday 1 September 2025

Duration

1 year 6 months

Positions available

2

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

Work within the Customer Experience Team and gain an understanding of the customers journey from end-to-end and contribute to improving the customer experience.

Work with internal colleagues and external partners to achieve individual, team and business targets. Work with colleagues to identify solutions to problems, appreciate the importance of team working
To act as the initial point of contact for enquiries covering a full range of service delivery and information, through all contact channels on a rota basis (telephone, face to face, email, and correspondence), using appropriate IT technology
To identify, respond to and complete, as far as is possible, customer requests at first point of contact
To escalate the enquiry or request when appropriate and refer to specialist teams, in line with agreed processes
To use a variety of IT systems to manage enquiries, provide information and access information for other services
To undertake any follow-up administrative work or system input tasks arising from enquiries or requests
To maintain and keep up to date comprehensive knowledge of all Raven services and associated IT systems
To undertake regular training to expand and update own knowledge of services and systems as required

Where you’ll work

29 Linkfield Lane
Redhill
Surrey
RH1 1SS

Training

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

College or training organisation

NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)

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

Customer Service Specialist Level 3.

You will primarily work from the Raven Office - Raven House, Redhill, Surrey; with online learning provided through the Training Provider.

There will be flexibility to work from home where required.

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
Team working
Initiative

Other requirements

Please note, candidates without Maths and English at Grade 4 or equivalent will need to achieve this prior to completion of the apprenticeship

About this company

Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector-leader in carbon reduction, with commercial ventures and a focus on the future. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another. Our culture statements form the principles for how we work and what we expect of one another whilst working together as One Raven. We Put Customers First in everything we do. We will Always Be Curious about how we can do better. We work together to Make It Happen.

https://www.ravenht.org.uk/careers/ (opens in new tab)

Company benefits

Competitive salaries Generous leave entitlement Strong focus on learning and development Enhanced maternity, paternity, and adoption pay Funded health cash plan Extensive wellbeing support Voucher-based recognition Retail discounts

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Progression into a Customer Service Advisor position within our Customer Experience Team.

Ask a question

The contact for this apprenticeship is:

Raven Housing Trust

People Team

recruitment@ravenht.org.uk

The reference code for this apprenticeship is VAC1000316786.

Apply now

Closes on Wednesday 4 June 2025

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.

Company’s application instructions

We are running open evenings where you can find out more about Raven and what we can offer to support you achieving your apprenticeship qualification. Both open evenings will be held at Raven House (Linkfield Lane, Redhill, RH1 1SS) on the below dates: Thursday 22nd May from 4:30pm-6:30pm Tuesday 3rd June from 4:30pm-6:30pm To be considered for one of our apprenticeship opportunities, we require you to attend one of our open evenings. Please sign up via the link in the advert.

Cookies on Find an apprenticeship

Contents