Apprentice Resident Liaison Officer

Summary

Our Property Services business revitalises homes and communities through the regeneration of living spaces, breathing new life into neighbourhoods. We are looking for an Apprentice to join the Resident Liaison Team, who are the key point of contact for residents who are having work done to improve their homes.

Wage: Competitive
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Monday- Friday Shifts to be confirmed
42 hours 30 minutes a week
Possible start date: Monday 1 September
Duration: 1 year 3 months
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

This is an exciting time to join United Living on our Apprenticeship Programme as the business continues to grow and we have a significant order book of secured future projects.

Our Property Services business revitalises homes and communities through the regeneration of living spaces, breathing new life into neighbourhoods. We are looking for an Apprentice to join the Resident Liaison Team, who are the key point of contact for residents who are having work done to improve their homes.

Some of your key responsibilities will be:

Supporting the team with administration duties, resident visits and courtesy calls addressing any actions promptly
Undertaking courtesy telephone calls to tenants, prior to customer satisfaction surveys being issued to them
Supporting Health and Safety presentations for local school visits within the local community
Supporting effective and regular communication with residents through the coordination and administration of newsletters, meetings, daily visits, open days and group events etc.
Ensuring effective and regular communication/information is provided to the resident throughout the course of works including pre-start documentation, issuing of notices, information about the scope of works, associated timescales and any changes to the programme
Assisting the team with recording and photographing the condition of white goods/working area for every property, before work commences. Ensuring that records are appropriately saved
Assisting the team with product training for residents
Ensuring all appropriate records and documentation is maintained confidentially and in line with GDPR
Assisting with recording complaints/alleged damage claims to residents’ property/personal belongings. Supporting the team in proactively investigating and resolving complaints
Helping to monitor trends in complaints/communication logs and report accordingly
Liaising closely with the site team and work colleagues ensuring feedback is shared and acted upon
Travelling to different sites, offices and resident properties

Where you’ll work

Glastonbury House,

Alderney Street

London

SW1V 4NP

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

SMART TRAINING AND RECRUITMENT 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

As an Apprentice with United Living, you’ll be given a real job from day one where you will gain hands-on industry experience, and the knowledge required to achieve a nationally recognised qualification. You’ll be inspired and stretched professionally, but fully supported by an expert network of colleagues, as you work to build the foundations for a career within United Living, and the construction industry.

As part of your apprenticeship programme you will be enrolled on the Level 2 Customer Service Practitioner Apprenticeship, which will be delivered by our training partner Smart Training and Recruitment. The programme is 15 months long and you will study online, spending one day per week working towards achieving your qualification. This could be attending a virtual classroom lesson or workshop, having 1:1 meeting with your tutor, completing online resources, completing research, or working on evidence to put in your portfolio. You will also meet regularly with your coach and your line manager to ensure you are progressing through your programme as expected. Upon successful completion of your apprenticeship, you will be awarded a Level 2 Customer Service Practitioner and will be eligible to join the Institute of Customer Service as an Individual member at Professional level.

More training information

To help you settle into your role, we’ll provide you with a buddy from our apprentice population. They will have some great advice as they were in exactly the same situation as you not so long ago, and you’ll also receive full support from your Line Manager and the Early Careers Team who will help guide you throughout your apprenticeship programme to help you achieve professional success.

Requirements

Desirable qualifications

GCSE in:

English & Maths (grade 4-9/C-A* or equivalent)

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
Administrative skills
Number skills
Analytical skills
Logical
Team working

About this company

United Living is a leading infrastructure, construction, and property services company in the UK, comprised of four complementary businesses. We help our customers and the communities they serve benefit from resilient infrastructure, affordable homes, and improved living spaces that are fit for the future. We invest in our people and firmly believe that our workforce is our most valuable asset. A driving force for success and the core to achieving our vision of creating a connected and sustainable future, our team is the heart of our organisation. Building a diverse, inclusive, and equal working environment in which everyone is welcomed and encouraged to be themselves, is a commitment we are dedicated to. We believe that having a diverse workforce not only sets us up for success, but it allows for greater opportunities for innovation, adaptability, and wide-ranging capabilities. We empower our people, and our communities, to champion diversity and change every day. We are a fast-paced, diverse, and hugely ambitious business. We welcome challengers, innovators and people who embrace change to establish yourself in a creative environment that champions freedom of expression and supports you in your personal and professional development – because together, we achieve more.

https://unitedliving.co.uk/ (opens in new tab)

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

Upon successful completion of this apprenticeship, you could progress to either a higher level customer service apprenticeship or could decide to specalise with a housing based apprenticeship, all whilst following our internal resident liaison officer training pathway.

Ask a question

The contact for this apprenticeship is:

United Living Group

Rebecca Harrison

earlycareers@unitedliving.co.uk

The reference code for this apprenticeship is VAC1000302403.

Apply now

Closes on Sunday 6 April 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

How to apply If you’re looking to be part of an exciting journey with an evolving business and want to learn something new, every day? They you’ve come to the right place. If you are ready to be part of our expanding team and contribute to our success, please visit our website and click the I’m interested button and submit an application. We recommend you apply as early as possible.

Cookies on Find an apprenticeship

Contents