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Communities & Customer Experience Apprentice Muir Group Housing Association

The roles are for an 18-month period, with a 9-month split in rotation between the Cheshire West & Chester Housing Team and the Customer Experience Team. During both roles you will be responsible for providing a first-class Customer Experience to customers, partners and stakeholders as well as the resolution of customer queries.

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Closing date: 01 Nov 2022

Apprenticeship summary

  • Annual wage

    £15,898.00

  • Working week

    Monday to Friday, generally between 9am and 5pm but hours can be worked flexibly.

    Total hours per week: 35.0

  • Expected duration

    14 Months

  • Possible start date

    02 Nov 2022

  • Date posted

    05 Sep 2022

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000083567

  • Positions

    2 available

What will the apprentice be doing?

Customer Service Advisor

  • Provide an excellent customer experience and get it right first time to resolve queries at first point of contact, using a wide range of ICT systems including Customer Relations Management (CRM).
  • Respond effectively and efficiently to customer, colleague and other enquiries and requests for services across a range of service areas, providing support, advice and information as required in accordance with policies and procedures, agreed standards and values
  • Contribute to the successful delivery of service level agreements, ensuring that each interaction embraces the values of the association as identified in the Quality Assurance Framework.
  • Take an active role in team meetings and project groups as required, and liaise effectively with colleagues and partners to achieve the Association’s objectives
  • Undertake any other duties requested by the Customer Experience Team Leader which are consistent with the overall purpose of the post.

Community Housing Assistant

  • To provide an efficient and effective administrative support service to Housing Services colleagues both within a defined area and across teams as required.
  • Deliver a customer focused service to all residents ensuring the customer journey and experience is positive and all queries are responded to within a timely manner.  
  • To support the delivery of a robust income management and arrears recovery service in accordance with Muir Group policy and procedures, dealing with low-level arrears cases up to the point when more specialist input is required. To also ensure that money and debt advice is offered where appropriate.
  • To provide an office presence and cover for colleagues whilst they are out in the communities in order to provide a seamless service at all times.
  • To build and maintain a positive relationship with the other Community Housing Assistants, ensuring communication is effective across all geographical locations.      
  • Undertake such other duties and responsibilities as may be specified by the Community Housing Manager. 
  • To report all potential risks and hazards either within Muir Group offices or onsite across our schemes.
  • To ensure the use of electronic lone working devices when out on all site and home visits.

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

If successful, you will complete the Level 2 Housing and Property Management Assistant Apprenticeship standard. This will be delivered in conjunction with your employer by Sysco Business Skills Academy giving you all the skills, knowledge and behaviours required to be successful in your role. Furthermore, your apprenticeship will cover Functional skills in maths and English at level 2 (if required).

What is the expected career progression after this apprenticeship?

Whilst there is no guarantee of a permanent role at the end of the apprenticeship, former apprentices have gone on to secure permanent employment for roles advertised during their placement.


Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Team working, Initiative, Positive attitude, Willing to Learn

Qualifications

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

About the employer

Muir Group Housing Association is a registered provider of social housing, with a head office based in Chester in Cheshire. We are a value-orientated Housing Association working together to create communities where people want to live. We manage circa 5,600 homes over a wide geographical area and our residents include families, older people and those in need of special care and support.

Employer

Muir Group Housing Association

Address

80 Lightfoot Street

Hoole

Chester

CH2 3AL

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Training

Training provider

SYSCO BUSINESS SKILLS ACADEMY LIMITED

Contact

Ellie Harvey

ellie.harvey@sysco.uk.com

0151 556 7909

Apprenticeship standard

Housing and property management assistant

Level 2 (GCSE)


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