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Tenant Engagement and Customer Service Apprentice Shropshire Rural Housing Association Ltd

Excellent opportunity for a customer focused and enthusiastic individual to join our friendly and committed staff team, helping us to provide a high quality customer service to 300 tenancies spread across rural Shropshire.

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Closing date: 04 Oct 2021

Apprenticeship summary

  • Weekly wage

    £161.70 to £311.85

    Wages explained

    Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week).

    Minimum Wage Rates
  • Working week

    Monday to Thurs 9-5 with lunch break 1-hour Friday 9-4 with 30 with half hour lunch break

    Total hours per week: 35.00

  • Expected duration

    18 months

  • Possible start date

    11 Oct 2021

  • Date posted

    30 Jul 2021

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

Excellent opportunity for a customer focused and enthusiastic individual to join our friendly and committed staff team, helping us to provide a high quality customer service to 300 tenancies spread across rural Shropshire. 

A key part of your role will be to help us set up and establish our new approaches to tenant engagement, with the aim of ensuring tenants are able to influence decision making at all levels of the Association.  This will mean working alongside your colleagues in the staff team and our voluntary Board members to seek out and implement new and innovative lines of communication and opportunities for engagement between the Association and our customers.

You will need to be good with IT and using social media will also be an important part of the role.  You will also develop your confidence through face to face and telephone contact with tenants.

At Shropshire Rural we have a great, hardworking staff team, so you will enjoy a positive working environment where everybody is committed to what we do and we take great pride in our work.  We all look out for eachother, so being flexible in your daily work is vital.  In practice, this means always making sure we have someone available to answer the phone so we are providing the best possible service.

Duties may include:

  • Helping to develop and implement customer satisfaction monitoring systems, reporting and investigation to help improve customer service
  • Help promote and implement The Association’s tenant engagement programmes, including customer consultation and engagement on issues including strategic plans and local projects
  • Consultation and engagement with tenants by assisting the Asset Manager in providing a customer focused planned maintenance service
  • To develop and manage the Associations social media channels, under the guidance of the Chief Executive
  • To produce clear and timely information and feedback for our tenants for distribution through a range of media and other channels
  • Assistance with answering the phone and dealing with customer enquiries
  • Helping provide office cover, supporting colleagues as required to carry out tasks such as taking payments, posting rents and processing repair requests
  • Assisting in lettings, including the production of marketing literature and circulation as required, the ability to stand in to carry out the lettings process

Requirements and prospects

Desired skills

  • Excellent personal skills with high levels of attention to detail
  • Excellent communicator both written and verbal
  • Good organisational and time management skills
  • Confident and effective in dealing with a wide range of interpersonal contacts

Personal qualities

  • Observes and respects confidentiality
  • Passionate about providing excellent customer services
  • A team player who works flexibly and supportively
  • Demonstrate person pride in the job through appropriate dress and positive and confident language
  • A willingness to undertake further job-related training and qualifications as required
  • Sense of humour

Desired qualifications

  • GCSE or Level 2 English and maths at grade 4/C or above or equivalent
  • Willingness to undertake Apprentice level 2 Customer Services
  • Willingness to undertake housing Qualifications as required

Future prospects

Subject to successful completion of Apprentice role and subject to the necessary approvals we would seek to retain the Apprentice in a new role.

Things to consider

We pay national minimum wage for your age.

About the employer

A customer focused and friendly provider of affordable housing spread across Shropshire. From our office in Bayston Hill, our dedicated staff team of 8 manage and maintain 300 homes in rural villages ensuring our tenants receive the best possible housing service.


Shropshire Rural Housing Association Ltd



Lythwood Road



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Training provider

Shrewsbury Colleges Group

Applications for this apprenticeship are being processed by Shrewsbury Colleges Group


Laura Scotland 07970 168938

  • Level 2 Customer Service Practitioner Apprenticeship Standard

Working towards all the knowledge, skills and behaviours required to meet the standards for Apprenticeship Level 2 Customer Service Practitioner.

  • Functional Skills maths required
  • Functional Skills English required

A willingness to undertake housing qualifications as required.

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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