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Customer Care Department Apprenticeship CHARTWAY GROUP LIMITED

Working at our Head Office as part of a team to manage assigned developments and provide excellent aftercare service to all residents and Clients, to agreed KPIs. To deliver the promises identified in the ‘Customer Services Procedures’ manual.

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Closing date: 30 Jan 2022

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday - Friday, 8.30am - 5.30pm

    Total hours per week: 40.00

  • Expected duration

    15 months

  • Possible start date

    05 Feb 2022

  • Date posted

    27 Oct 2021

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

Working at our Head Office as part of a team to manage assigned developments and provide excellent aftercare service to all residents and Clients, to agreed KPIs. To deliver the promises identified in the ‘Customer Services Procedures’ manual. To coordinate and manage subcontractors and Customer Service Operatives to ensure our customers receive exceptional levels of service. To log invoices and seek recovery wherever possible as directed by the Customer Service Managers.

Data Systems & Administration:

  • Use of Clixifix database to ensure that we log all purchaser records and communications
  • Ensure all customer correspondence is logged to plot file and acknowledged to within 24 hours of receipt. Letters and emails are to be responded to within a maximum of 3 working days
  • Ensure emergencies are responded to within 2 hours
  • Follow up on all outstanding works and take appropriate action to ensure works wherever possible are completed within service level agreement
  • Ensure each closed job has a customer sign-off which is held on Clixifix
  • Register each new completion with Clixifix and with NPA24/7 within 24 hours


  • Ensure that every Westerhill customer receives their 3 day, 14 day and 28 day promptly, logging any defects identified and the site team notified
  • Updating of Chartway Customer Services Tracker daily
  • Active participation in Customer Services Meetings

Customer Visits and inspections:

  • Coordinate attendance at customers’ homes in any instance inspections are required
  • Ensure any identified defects are delegated appropriately in line with the CS Manager’s direction and support and agree programme of remedial works as required
  • Ensure an acknowledgement is sent to each customer following the visit

Client support:

  • As required, assist with producing regularly weekly updates for each Client on open Defect Rectification Orders

Purchase Ledger & Accounting:

  • Review as appropriate, materials required by Customer Service Operatives ensuring accurate recording of purchase orders and invoices
  • Ensure all invoicing and contra charging activity is accurately recorded


  • Produce accurate and timely Defect Rectification Orders (tickets) for subcontractors
  • Follow up outstanding works to ensure they are completed within the time parameters set out in the Service Level Agreement
  • Action received invoices and contra charge notices
  • Proactively engage with customer service colleagues within our supply chain

Quality Assurance:

  • Highlight any non-compliance with Chartway Standards
  • Identify common trends across developments, either product or subcontractor

Requirements and prospects

Desired skills

  • Computer literacy is essential and you must have strong IT skills (to include Word, Excel and Outlook)
  • Have good communication skills

Personal qualities

  • An understanding or appreciation of the construction industry would be useful, be professional in both behaviour and appearance
  • Be able to work under own initiative, and as part of team
  • Be proactive, and organised with the ability to meet deadlines and be reliable with excellent time keeping

Desired qualifications

  • 5 GCSEs at A*-D/9-3, to include English and maths or an equivalent qualification i.e., Functional Skills Level 1 or Level 2

Future prospects

  • We try to work with our apprentices to bring them on board after their course ends. This role will give candidates an overview of the construction industry, and will provide them with an opportunity to progress within the Department

Things to consider

  • The role is based in Coxheath on the outskirts of Maidstone. Some flexibility with hours may be required at busy times
  • It is not an easy commute to work if you are not local to Coxheath and plan to use public transport
  • Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). The Apprenticeship National Minimum Wage guide is updated every April (ANMW):

About the employer

Chartway Group is a privately owned, independent developer and building contractor, established in 2009. The group’s multi-brand structure provides services in both the residential housing market through its Westerhill Homes brand, while a one-stop construction service to clients, including housing associations, local authorities and private developers, is offered via Chartway Construction. Chartway Group also specialises in land-led, joint venture schemes, providing a complete service from land acquisition through to sales.




Orchard House

Westerhill Road


ME17 4DH

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Training provider


Applications for this apprenticeship are being processed by Mid Kent College of H & FE


Apprenticeship Recruitment 01622 625999

  • Level 3 Business Administrator Standard
  • Functional Skills in maths and English if required
  • Development of knowledge, skills & behaviours required to complete the Business Administrator apprenticeship standard

Apprenticeship standard

Business administrator

Level 3 (A level)

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