Apprentice Contact Centre Advisor

Summary

As an Apprentice Customer Service Advisor, you’ll be the first point of contact for our residents, helping them with their inquiries, repairs, and housing-related questions. You’ll develop essential skills in customer service, communication, and problem-solving while working towards a Level 3 Customer Service Specialist Apprenticeship

Wage: £22,222 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Monday - Friday between 08:00am - 18:00pm (35 hours)
35 hours a week
Possible start date: Tuesday 1 April
Duration: 1 year 6 months
Positions available: 5

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

Answering resident queries via phone, email, and web chat
Logging and tracking repair requests accurately in our system
Providing clear and helpful advice to residents, ensuring a positive customer experience
Working closely with colleagues to resolve issues efficiently
Keeping records up to date and maintaining accurate information

Where you’ll work

Pembroke house

8 Northlands pavement

Basildon

SS13 3DU

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

PEABODY TRUST

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

You will complete a variety of induction training to settle you in and then begin your Level 3 Customer Service Apprenticeship. If there is a need for you to complete English and/or maths at Level 2 Functional Skills, this will form part of your apprenticeship programme.

Training will be scheduled in line with working pattern.

Location: Basildon

More training information

Successful candidates will then be invited to our Assessment Day on 6 March at our Contact Centre in Pitsea. This is a great opportunity to experience the role first hand and show us your skills!

Requirements

Desirable qualifications

GCSE or equivalent in:

English (grade Grade 4 or C)
Maths (grade Grade 4 or C)

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
Organisation skills
Customer care skills
Problem solving skills
Team working
Initiative

About this company

The Peabody Group is responsible for 66,000 homes in London and the South East. We have 17,500 care and support customers. Our mission is to help people make the most of their lives.

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

After this apprenticeship

The Level 3 Customer Service apprenticeship is a gateway to further career opportunities, such as Customer Service Management, Account management or sales roles.
Further progression may well be available in other areas within our sector, upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

PEABODY TRUST

The reference code for this apprenticeship is VAC1000302341.

Apply now

Closes tomorrow (Monday 24 February)

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

Please apply via Peabody vacancies. Follow the link and click apply now

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