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Connect Housing Customer service apprenticeship CONNECT HOUSING ASSOCIATION LIMITED

This is an exciting opportunity to work for Connect Housing, undertaking varied duties. You will be working with a hardworking and friendly team. To provide an effective, efficient and professional maintenance service to customers, Level 2 apprenticeship.

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Closing date: 05 Feb 2023

Apprenticeship summary

  • Annual wage

    £11,062.00

    £11,062 per annum for under 18, but will rise dependent on age.

  • Working week

    Working week - Monday - Friday with 30 mins lunch, shifts to be confirmed - Total hours per week: 37.0 (Shifts TBC)

    Total hours per week: 37.0

  • Expected duration

    15 Months

  • Possible start date

    13 Feb 2023

  • Date posted

    21 Jan 2023

  • Apprenticeship level

    Intermediate
    Level 2 (GCSE)

  • Reference number

    VAC1000125108

  • Positions

    1 available

What will the apprentice be doing?

The role will include various administration duties with the aim to develop and have more responsibility during your apprenticeship. The role will include some of the following areas:

  • To provide an effective, efficient and professional maintenance service to customers through an innovative, dynamic, results driven approach, delivering high quality performance and service delivery to meet the Association’s needs and objectives
  • To deal effectively and courteously with all customer enquiries including emergency repairs, standard repairs, tenant responsibility repair enquiries and chargeable work
  • To liaise with technicians and contractors to track and plan the completion of work
  • To act as first point of contact for all customer enquiries (by telephone, in person or writing) either providing advice and information or raising orders for repairs to customers properties
  • Provide a first-class service to answer, investigate and resolve customer enquiries relating to repairs
  • Receiving, diagnosing repair problems and determining appropriate actions in accordance with agreed standards and policies, and processing requests for maintenance services from tenants and other customers of the Association
  • Deal with and resolve disputes relating to repairs that are identified as tenant responsibility or where the organisation is not responsible for their resolution, offering advice and support wherever possible to enable the customers to achieve the outcome they require including signposting to online help or third-party suppliers
  • Providing quotations, agreeing payments and raising invoices for chargeable work with customers
  • Generating and maintaining good working relationships with team members, colleagues, tenants and external contacts. Ensuring knowledge is shared with other relevant parties
  • To act as first point of contacts for all customer enquiries (by telephone, in person or writing) either providing advice and information or raising orders for repairs to customers properties. Provide a first-class service to answer, investigate and resolve customer enquiries relating to repairs
  • Receiving, diagnosing repair problems and determining appropriate actions in accordance with agreed standards and policies, and processing requests for maintenance services from tenants and other customers of the Association

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

You will receive a Level 2 Customer Service Practitioner standard.

1 day to study at Kirllees College, this is part of your contract of employment.

Your day release will take place at Huddersfield Waterfront centre.

Functional Skills in maths and English (if required).

An End Point Assessment will take place after 12 months. The EPA will involve a professional discussion, observation, showcase of portfolio and professional interview/discussion.

What is the expected career progression after this apprenticeship?

There is a strong possibility that you will gain a permanent position following successful employment as well as achievement of the full apprenticeship qualification.

There may also be further apprenticeship/other training available following successful employment and achievement of the apprenticeship qualifications.

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Customer care skills, Problem solving skills, Administrative skills, Logical, Team working, Initiative, Patience

Qualifications

GCSE or equivalent Maths and English (Grade 3,4 or above) Essential

Things to consider

Travel time, distance and access.

About the employer

Welcome to Connect Housing We are a housing association, providing homes and support across West Yorkshire. As a community benefit society, we are here to serve the interests of our local communities. We provide 3,400 homes across West Yorkshire for lots of different types of households. This includes homes for families, supported housing for older people, student homes, shared ownership homes and homes for affordable and market rent. But our work goes beyond providing homes for people.

Employer

CONNECT HOUSING ASSOCIATION LIMITED

Address

21 Bond Street

Dewsbury

WF13 1AX

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Training

Training provider

KIRKLEES COLLEGE

Contact

Nichola Barnes

apprenticeships@kirkleescollege.ac.uk

07788390025

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Before you apply

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