Apprentice Customer Service Advisor

Answering and managing inbound calls from clients/tenants in a professional manner providing an excellent customer journey.
Logging customer queries, complaints and job requests accurately into the system Ensuring accurate categorisation and prioritisation of repairs Monitoring and following up on existing repair jobs, providing customers with timely updates Communicating effectively with customers showing empathy and professionalism Learning and proficiently using our DRS scheduling system for job scheduling Managing lifecycle of repair jobs from initiation to completion Troubleshooting and resolving scheduling conflicts Working closely with engineers updating them of their schedule and any changes to optimise job efficiency and completion Monitoring job progress to ensure we are achieving Client Key Performance Indicators (KPIs) Participating in training development programs to support your overall delivery

Training:

You’ll start in our Customer Inbound Team, where you’ll be supported by qualified mentors as you develop the knowledge, skills, and behaviours to deliver great service. This includes managing calls from clients and tenants, raising and tracking housing repair orders, and making sure jobs are scheduled and coordinated effectively using our systems.

Once you’ve mastered these skills, you’ll have the chance to move into one of our dedicated planning teams, where you’ll manage engineers and focus on optimisation and efficiency. With a mix of external and internal training, this role is designed to give you the foundation for a successful future career with Ian Williams Ltd.

You will also attend college one day per week.

Training Outcome:

Following the completion of your apprenticeship, you will be offered a permanent position within the Customer Service team at Ian WIlliams.

Employer Description:

We are an exciting venture, with the security and stability of being a subsidiary company of Teign Housing, with a strong connection with Ian Williams, where we benefit from their expertise of being one of the UKs leading property services companies.

Working Hours :
Monday to Thursday - 8 hours per day. Friday - 7 hours per day. Monday - Thursday, 08:00 to 16:30. Friday, 08:00 to 15:30.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Team working,Initiative,Patience