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Customer Coordinator Apprentice MEARS GROUP PLC

This role is perfect to kick start a career in a business environment, working as part of a dedicated team. Do you want that to be with a company rated within the Sunday Times 25 Best Big Companies to work for? Then a Mears Group Apprenticeship could be the answer you've been looking for.

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Closing date: 30 Sep 2022

Apprenticeship summary

  • Annual wage

    £20,550.40

    16 Year old £5.12 17 year old £5.95 18 Year old £7.10 18 year old with NVQ L2 £8.06     19 to 20 £8.72 21 to 22 £9.55 23 and over £9.88

  • Working week

    Monday to Friday 9am to 5pm.

    Total hours per week: 40.0

  • Expected duration

    18 Months

  • Possible start date

    10 Oct 2022

  • Date posted

    16 Aug 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000077714

  • Positions

    1 available

What will the apprentice be doing?

The day-to-day reporting line is through the Line Manager, with additional support through appointed mentor. The job role will include a close working relationship with colleagues, customers, clients, and the communities in which we work.

The post holder is responsible for providing a seamless, high quality and well-coordinated relocation service to give the best possible first impression to our users and the client, including negotiating preferred tenancy terms and ensuring conditions of offer are met, managing demanding customers and competing priorities and always demonstrating professionalism and diplomacy.

 Deliver an exceptional service to our customers and clients including managing and meeting expectations. This will require effective objection handling skills and the ability to build professional relationships over the phone that demonstrate efficiency and empathy, while working to strict protocols.

 Deliver the service to meet all contractual and performance targets including working to tight time frames and ensuring properties meet quality standards.

Ensure effective service delivery from partners and contractors through a collaborative approach, conducting follow-ups to ensure properties meet scheme standards before moving in and providing office support for field staff. 

Ensure all data and records are accurately recorded and kept updated to a professional standard through case updates. 

Finalise commercially astute terms of tenancy and ensure that Landlords and agents meet their pre-tenancy obligations, delivering updates and escalating cases as required to ensure full resolution.

Contribute to team meetings with ideas, suggestions or recommendations which assist in reviewing working practices and service standards, leading to continuing improvement in team performance. To take personal responsibility for developing own skills, knowledge and understanding of services, processes, technology, and issues.

Undertake ad hoc projects and provide support and cover for colleagues and teams within Mears Housing Management.

Ensure full compliance with Mear’s code of conduct, contractual terms, and group policies & procedures.

What are the most difficult parts of the job?

Managing the expectations of our customers, ensuring we act without influence from individuals to provider a fair and consistent service.

Prioritising workload to meet KPI deadlines and minimise risk of losing new procurements and/or use of Temporary Accommodation.

What are the typical types of problems and challenges?

Building and maintaining relationships with Letting Agents and Landlords whilst encouraging them to work to our process.

Remaining impartial and adhering to process whilst providing a consistently high level of customer service.

How will these be resolved.

Having a full and clear understanding of our processes with the ability to identify where negotiation is required to meet our client’s objectives and the confidence to communicate the same to key stakeholders.

A “can do” professional approach

What training will the apprentice take and what qualification will the apprentice get at the end?

The apprentice will work towards a Customer Service Practitioner  apprenticeship standard, this will be a blended delivery a mixture of Microsoft Teams and face to face. All training will take place on site and within your working hours.

What is the expected career progression after this apprenticeship?

Possibility of an employment contract on completion of the apprenticeship, for the right candidate.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Number skills, Team working

Qualifications

GCSE or equivalent English (Grade 4/C or above) Desired
GCSE or equivalent maths (Grade 4/C or above) Desired

Things to consider

As a Mears apprentice you can benefit from: 25 days a year holiday Mears Rewards where you can get discounts from numerous companies, Annual corporate fun days in locations such as Alton Towers and Drayton Manor, Cycle to Work Scheme, NUS Apprenticeship card

About the employer

Mears Group plc is a housing and social care provider. It repairs and maintains over 700,000 social homes across the UK. We provide and manage 17,000 homes for local and central Government and are also responsible for keeping 750,000 social housing homes in the UK in good repair. Mears has 5000+ employees and a footprint across the country. At Mears, we look for people who share our values, along with our commitment to making a positive difference to people’s homes, lives and communities.

Employer

MEARS GROUP PLC

Address

Unit 5 Cartel Business Centre,

Stroudley Road

Basingstoke

RG24 8FW

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Training

Training provider

IXION HOLDINGS (CONTRACTS) LIMITED

Contact

Steven Vasiliou

Steven.Vasiliou@ixionholdings.com

07507558470

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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