Customer Service & Sales Apprenticeship - Level 2

Customer engagement and communication

Make outbound calls to prospective and existing clients to introduce the service, follow up on enquiries, and gather feedback. Handle inbound calls and email queries from clients, providing helpful, professional and accurate information. Build rapport with clients on the phone, in person and via written communication. Take ownership of customer queries from first contact through to resolution, escalating where appropriate. Use active listening and clear questioning to understand client needs.

Field and in-person activity

Accompany the Team Lead on in-person visits to clients and partners around Birmingham and the surrounding area. Support the onboarding of new clients in person, including walking them through the relevant processes and answering their initial questions. Assist clients hands-on with the practical setup needed to use the service, including helping with initial registrations and listings where relevant      Represent Hayshousing professionally in all client-facing interactions.

Administrative and tracking responsibilities

Record outreach activity, calls made, and outcomes in the team’s tracking system. Maintain accurate client records and follow-up notes. Track conversion of leads to active clients and report progress to the Team Lead. Help maintain an organised pipeline of prospective and active clients. Support data entry tasks related to client onboarding and ongoing engagement.

Training:
Engage actively with the Level 2/3 Sales/Customer Service Practitioner apprenticeship programme through the training provider. Complete the required 6 hours per week of “off-the-job” learning during working hours. Attend monthly skills coach visits or Teams calls and complete all required coursework, assessments and observations. Take ownership of personal development, ask questions when uncertain, and apply learnings actively in the role.

Training Outcome:

Full-time role for a suitable individual.

Employer Description:

Hayshousing in Birmingham offers a range of services to support individuals and families in need of housing assistance. They provide tailored support to help develop important life skills and independence, offering accommodation that is safe, secure, and furnished. The company works closely with the public sector and society to ensure that everyone has access to safe and comfortable housing. They also provide support for vulnerable individuals and families, including those at risk of homelessness, domestic abuse, forced marriage, mental health issues, and refugees. Hayshousing Ltd is committed to providing quality housing options that are safe, secure, and affordable, and they offer advice and guidance to those in need of housing support. 

Working Hours :
Standard working week: 37.5 hours, Monday to Friday, 09:00–17:00, with an unpaid lunch break.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Analytical skills,Logical,Team working,Creative,Initiative,Patience,Confident Telephone Manner,Reliable