Level 2 Housing & Property Management Assistant Apprenticeship at Roupell Park RMO Ltd

Summary

This Customer Service Officer role is vital in supporting various housing management duties, such as rent and service charge collection, arrears recovery, managing anti-social behaviour cases, and promoting tenancy sustainment. It plays a direct role in boosting tenant satisfaction and meeting key performance targets.

Wage

£18,720 a year

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Training course

Housing and property management assistant (level 2)

Hours

Monday 8:30am - 3:30pm, Tuesday 9am - 4pm, Wednesday to Friday 8:30am - 3:30pm with a 1 hour unpaid lunch break.

30 hours a week

Start date

Monday 26 May 2025

Duration

1 year 9 months

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

To provide and deliver efficient, effective, customer-oriented housing maintenance services
To deal with enquiries into RPRMO, supporting a right-first-time approach, where enquiries fall outside the remit of the Housing team
Working closely with a range of internal and external partners will be key to delivering a consistent and responsive service
Act as the first point of contact for tenants reporting repairs and maintenance issues
Log repair requests in the housing management system accurately
Liaise with the DLO and external contractors to schedule repairs, ensuring prompt response times
Monitor outstanding repairs, keeping residents informed of progress and resolution times
Ensure that repairs are completed in line with KPIs, especially those related to emergency and urgent repairs
Provide reception duties for the main office, greeting tenants and visitors in a professional manner
Answer phone calls and respond to email queries from residents, dealing with complaints, repairs, or other enquiries efficiently
Log all resident interactions, ensuring accurate record-keeping to inform future actions and responses
Support efforts to measure and improve tenant satisfaction, including conducting surveys and gathering feedback on repairs and other housing services
Respond to tenant complaints in a timely and professional manner.
Assist in monitoring tenant rent and service charge accounts, making contact with tenants who are behind on payments
Provide advice and support to tenants facing financial difficulties, working with the Housing Officer to offer payment plans or support in accessing financial assistance
Maintain accurate records of rent arrears and contribute to reducing arrears in line with RPRMO targets
Provide administrative support in tenancy sustainment activities, including referrals to support services, organising tenancy reviews, and tracking outcomes
Assist tenants with any queries related to their tenancy agreements and services available to help them stay in their homes
Log and assist in managing ASB complaints, ensuring they are escalated appropriately to the Housing Officer or external agencies
Provide updates to tenants on the progress of their ASB complaints, maintaining confidentiality and professionalism
Identify and report safeguarding concerns to the Housing Officer or appropriate safeguarding authority, ensuring tenant welfare is prioritised
Work with external services to support vulnerable tenants, following safeguarding policies and procedures
Promote equality and diversity in all aspects of service delivery and resident interactions, ensuring all tenants are treated fairly and respectfully regardless of their background
Support RPRMO in delivering services that are accessible and meet the diverse needs of the community
Work towards achieving specific KPIs for repairs completion, tenant satisfaction, rent collection, and ASB case resolution
Provide regular updates to the Estate Director on progress towards KPIs and suggest improvements where needed
Help organise community events and activities aimed at enhancing tenant engagement and satisfaction
Build customer confidence in digital channels and demonstrate your own personal commitment to using new digital tools for delivering excellent customer service
Understanding of GDPR legislation and a commitment to confidentiality
To carry out any other duties reasonably requested by the Estate Director

Where you’ll work

Brockham Drive
London
SW2 3RY

Training

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

College or training organisation

LEARNING CURVE GROUP LIMITED

Your training course

Housing and property management assistant (level 2)

Equal to GCSE

Course contents

Customer Service: Be able to apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders.
Respond to vulnerability: Uses appropriate levels of skill and judgment to understand the needs of vulnerable individuals and groups (including those with complex needs) and respond accordingly.
Communication: Demonstrate effective and appropriate communication skills to enable timely identification and resolution of issues. Be able to signpost customers who need additional support to other colleagues, partner agencies.
Administration: Be able to apply a range of administrative skills in order to support a range of housing and property related services.
Information collection and sharing: Understand and be able to use a variety of methods to collect and present information such as resident, neighbourhood and property data in an effective manner. Information and data must be collected, recorded and presented accurately.
Team work: 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 and where they fit within the team.
Time management: Organise and plan work in a flexible manner to ensure tasks are prioritised and completed within agreed timescales.
Tools and equipment: Effective use of IT equipment and software, including housing and property management software. The appropriate use of housing and property related work equipment.
Decision making: Effective decision making in order to ensure work tasks are completed in line with instruction and on time.

Your training plan

The successful candidate will obtain a Level 2 Housing & Property Management Assistant Apprenticeship standard qualification.

More training information

Each apprentice will have a dedicated tutor who will conduct monthly remote tutorials and reviews, providing continuous support throughout the apprenticeship program. Depending on the apprentice’s needs, the frequency of these sessions may vary.

Requirements

Essential qualifications

GCSE in:

English (grade 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
Nice personality
Resilient
Confident

Other requirements

Pre-employment checks. Please be aware that upon a successful offer of employment, the company completes digitalised right-to-work checks and DBS applications via an external provider - 'Matrix Screening'. The company also completes an internal online social media search, in line with Keeping Children Safe in Education guidance.

About this company

Inspire ATA is an official Flexi-Job Apprenticeship Agency, licenced by the Department for Education. Currently ranked 1st in the Rate My Apprenticeship Top 100 Apprenticeship Employers in the UK Award 2024-2025. Inspire ATA specialises in creating apprenticeship opportunities, where we recruit and employ the apprentice on behalf of our host clients, enabling us to offer additional support and a better experience for both the apprentice and the client as the experts in the industry. We arrange the most suitable and appropriate apprenticeship training from one of our partnered training providers. If you are successful in securing an apprenticeship with Inspire ATA, it is important to understand that Inspire ATA will be your employer and the apprenticeship placement will be a separate organisation that simply hosts you as an apprentice. As a Flexi-Job Apprenticeship Agency, Inspire ATA performs an important role in developing the UK labour market and it is our responsibility to ensure that talent is recognised, developed, and matched with business needs, whatever the background of the individual, irrespective of gender, race, disability, age, religion or belief, relationship orientation, marital or civil partnership status, pregnancy or maternity and gender reassignment. We are proud of the diverse nature of our business and work with clients to ensure that all candidates are treated with courtesy and respect.

https://www.inspire-ata.co.uk/ (opens in new tab)

After this apprenticeship

Potential full-time employment for the right candidate upon successful completion of the apprenticeship.

Ask a question

The contact for this apprenticeship is:

INSPIRE ATA LIMITED

Katie Munn

Katie@inspire-ata.co.uk

The reference code for this apprenticeship is VAC1000317188.

Apply now

Closes in 21 days (Monday 19 May 2025 at 11:59pm)

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