Apprentice Customer Service Advisor

To deliver frontline customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS To employ a high standard of customer care in all customer contacts, internal and external To provide administrative support as required This post is subject to a basic DBS clearance

Principal Duties and Responsibilities:

To deliver frontline customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS To employ a high standard of customer care in all customer contacts, internal and external To provide administrative support as required In particular to: Handle all multimedia queries, and resolve them promptly in a helpful, respectful and courteous manner Providing a tailored service for our diverse customer base Interpret repair queries and respond within set guidelines including instructions to contractors Tenant arrears – sending standard letters as generated by Orchard in accordance with Income management policy Providing advice, including welfare benefits, updating our records, liaising with relevant officers and making appropriate agreements to repay Deal with lettings queries as appropriate for the LA region To keep accurate records of involvement and action taken and to ensure that all records, computerised and manual are kept up to date To contribute positively to the CSC team to ensure effective operation of the CSC, which also includes the Customer Experience Team To communicate/liaise with other departments, offices and external bodies to ensure the efficient, professional and effective provision of services Promptly refer calls that cannot be dealt with to the appropriate member of staff.  Maintain regular and effective liaison with group-based staff To undertake administrative duties as requested. Examples would include word processing, data input, post, photocopying, faxing and stationery management

The start date for this role is negotiable depending on individual circumstances.

Training:
Customer Service Practitioner Apprenticeship Standard Functional skills in maths and English if required (those aged 19+ will not need to sit maths and English Functional Skills if they do not already have the exemptions) Internal relevant training courses as required for the job

Training Outcome:

It is expected that upon completion of the apprenticeship there may be an opportunity to remain in a full-time position within customer services or progress further within the organisation onto a suitable pathway.

Employer Description:

We are one of the largest providers of affordable housing and care services in the East Midlands, operating across more than 40 rural and urban local authority areas. Our commitment to delivering excellent services and providing safe, secure homes underpins everything we do. Working closely with our residents and partners, we aim to build up to 500 new, high-quality homes each year for rent and shared ownership. We also provide care and support services, including nursing care, Extra Care independent living and supported living – ensuring people can live well, safely and independently in homes that meet their needs. Alongside this, we continue to strengthen our service delivery by tackling homelessness, investing in apprenticeships, jobs, training, skills and enterprise, promoting financial inclusion and delivering energy-efficiency programmes. Equality and diversity sit at the heart of our work, guiding both our services and the way we support the communities we serve.

Working Hours :
7 hours per day between Monday - Friday, 8.00am - 6.00pm (annualised hours contract), meaning shift patterns are given in advance.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Logical,Team working,Initiative,Non judgemental