Customer Services Apprentice TWO RIVERS HOUSING

To train and develop within the organisaiton to enable the provision of an effective customer service which supports the delivery of organisation objectives.

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Closing date: 31 Aug 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    37 hours per week (TBC) ½ hour (at least) for lunch

    Total hours per week: 37.00

  • Apprenticeship duration

    53 weeks

  • Possible start date

    02 Oct 2017

  • Date posted

    12 May 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

Key Responsibilities:

  • To receive, record, prioritise, acknowledge and resolve, where appropriate, telephone contacts with TRH, keeping callers regularly updated as appropriate. 
  • Referring issues which cannot immediately be resolved to the relevant person or manager via the company’s IT systems.
  • Raising of works orders from instructions given by housing inspector or other members of staff including confirmation orders
  • Making appointments for works with customers, including creating and sending out notifications to customers regarding appointments.
  • To assist team with any actions from Market research, and when needed to carry out telephone satisfaction survey
  • Deal with bulk photocopying and printing for the Team.
  • Establish, develop and maintain effective working relationships with all work colleagues to ensure an integrated contribution to Company’s objectives.
  • To comply with Security, Data Protection and Confidentiality Policies within the company and alert your Manager to any incidents or breaches of the policies or inaccuracies in the data held Undertake training provided diligently and seriously.
  • Achievement of targets, which may be set.

Attend development and update meetings as appropriate.

Key Outcomes

  • Achieve Team KPI’s as defined by organisational requirements
  • To work within agreed objectives and time scales to meet the performance criteria
  • Proactively assist in the successful development of processes and systems to improve service delivery
  • Compliance with all statutory and regulatory requirements


Requirements and prospects

Desired skills

Good verbal and written communication skills

Proficient in Microsoft Office

Personal qualities

  • Ability to build effective relationships with a range of employees
  • Problem solving and decision making abilities 
  • Knowledge of the organisation 

Qualifications required

  • Customer Service or IT qualification – desirable
  • Must have at least 4 GCSE at grades A-C or equivalent
  • GCSE English and Math grade C or above or equivalent

Future prospects

Possible permanent position upon completion of apprenticeship.

Things to consider

• Holiday entitlement: 24 days and bank holidays • Staff benefits: Health cashback service, Discounts from high-street stores. • Modern, green and award winning office environment The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

“This is a great opportunity to work in a modern, green and award winning office environment with an innovative and progressive housing association leadership team. Two Rivers’ Housing is a progressive and forward-thinking housing association committed to creating great homes and supporting communities. With our strongly held values of customer focus and continuous improvement, we want our customers to be excited by the service we provide and inspired by the homes and communities we improve and create. We are particularly proud to have earned our place in the Sunday Times ‘Top 100 Best Not for Profit Organisations to Work For’ and we have held the Investors in People ‘Gold’ accreditation for several years now.”




Rivers Meet

Cleeve Mill Lane


GL18 1DS

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Training provider

  • L2 Diploma in Customer Service
  • Functional Skills: L1 English and L1 Mathematics
  • Employee Rights and Responsibilities
  • Personal Learning and Thinking Skills

Apprenticeship framework

Customer Service

Training provider


Applications for this apprenticeship are being processed by Gloucestershire College


Lynda Berriman 01452 563402

Before you apply

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Closing date: 31 Aug 2017