Customer Service Officer Apprentice - 11773 Swan Housing Association

Job description To work as part of a team and provide administrative support to the Neighbourhood Team, acting as a first point of contact for residents with standard tenancy queries. To provide an effective and efficient reception and telephone service to ensure customers receive a professional service.

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Closing date: 30 Nov 2017

Apprenticeship summary

  • Weekly wage

    £150.00 - £200.00

  • Working week

    Monday-Friday 9am-5:30pm

    Total hours per week: 37.50

  • Apprenticeship duration

    39 months

  • Possible start date

    04 Dec 2017

  • Date posted

    15 Jun 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number


  • Positions

    1 available

Main Responsibilities 
•    To provide administrative support to the Neighbourhood Service team
•    Assist with the management of anti-social behaviour, tenancy management and associated queries from residents or other employees both in person, electronically and on the telephone
•    To receive visitors and provide a telephone service in a manner which promotes a professional image of Swan and its services
•    Meet Swan’s service standards in all customer care areas
•    Write formal letters and other correspondence as required
•    Ensure that duties are carried out in accordance with Health and Safety procedures
•    Assist with the ordering, control and distribution of stationary and supplies within the office
•    To input data and update the computer system as required
•    Any other duties as assigned and deemed commensurate with the grade and overall responsibility of the post
•    Establish, develop and maintain effective working relationships with all work colleagues to ensure an integrated contribution to the delivery of performance individual and team objectives and Swan’s corporate objectives
•    Observe, deliver, continually promote and act in accordance with Swan’s Single Equality Scheme and Swan’s Striving for Excellence programme or such programmes as are developed to replace these or similar schemes
•    Positively comply with Swan’s policies, procedures and systems ensuring compliance with the needs of legal, regulatory and statutory bodies as well as with best practice principles

Requirements and prospects

Desired skills

Qualities/ requirements 
•    A strong dedication to quality customer service
•    Strong verbal and written interpersonal and communication skills
•    Good level of written English
•    Good IT skills
•    Self-motivated, performance driven with initiative to assess complex situations and make decisions quickly and effectively and deliver excellent customer service
•    Demonstrate contribution towards Swan’s Mission to deliver effective services, enterprising solutions and exemplary homes and communities
•    Be customer focused
•    Be honest, open and accountable
•    Have a "can do" approach and accept responsibility
•    Ability to recognise sensitive information and maintain discretion and confidentiality.
•    Have an enthusiastic, positive and flexible attitude 
•    The ability to work both independently and as part of a team is essential
•    Have the ability to develop good working relationships with users at all levels
•    Be flexible enough to provide out of hours support when required

Personal qualities

Someone with an enthusiastic and professional attitude and a commitment to learning new skills.

Qualifications required

3 x GCSE (or equivalent) at grades A-C in any subject plus GCSE English and Maths (or equivalents) at grade D or above

Future prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Things to consider

No experience necessary, all training will be given. The Apprenticeship National Minimum Wage (ANMW): From April 2017 the ANMW was set at £3.50 per hour. This applies to 16-18 year old apprentices and those aged 19 and over in the first year of their Apprenticeship. For all other apprentices the National Minimum wage appropriate to their age applies. The Minimum Wage for Apprentices applies to time spent on the job plus time spent training.

About the employer

Employer Description Swan Housing Association was first formed in 1994 and provides high-quality and affordable homes to rent and buy. Today, we operate in Essex and East London and locally manage over 10,000 homes, with plans in place to deliver more than 250 new homes over the coming year.


Swan Housing Association


Pilgrim House

High Street


CM12 9XY

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Training provider

Approximately 3% of training takes place in the QA learning centre classroom. 17% is done in the workplace, through workplace units, face-to-face meetings with your QA Assessor, or developing your portfolio. The remaining time will be spent on your workplace activity.

Apprenticeship framework

Business and Administration

Training provider


Applications for this apprenticeship are being processed by QA Limited


0345 074 7825

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Closing date: 30 Nov 2017