Service Delivery/Administration Apprentice BLACK COUNTRY HOUSING GROUP LIMITED

Main purpose of the Apprentice Service Delivery Co-Ordinator includes supporting the Service Delivery Team, planning repairs for BCHG’S Homeforce Team, liaising with BCHG customers, operatives and sub- contractors, working with the IT systems, managing operative’s diaries, raising purchase orders for contractors and suppliers.

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Closing date: 31 Dec 2023

Apprenticeship summary

  • Annual wage


    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 - Friday 8.00am - 5.00pm with 1 hour for lunch.

    Total hours per week: 40.0

  • Expected duration

    18 Months

  • Possible start date

    08 Jan 2024

  • Date posted

    08 Nov 2023

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What you will do in your working day

Key Areas of Responsibility:

  • To Support the SDT receive calls internally or externally, dealing with all aspects of shared inboxes from customers and stakeholders
  • Maintain communications on all aspects of repairs through to completion as part of the BCHG Repairs Hub
  • To support BCHG colleagues with the development of processes and workflows within the Homeforce team
  • Assist with BCHGs Job management system to plan and mobilise internal / external contractor’s resources, having a strong focus on First Time Fix, ensuring an efficient service is delivered
  • Support the processing of repairs, and invoices
  • To ensure that the trades staff and contractors communicate in a timely and accurate manner about the progress of work, to schedule their workload efficiently and effectively
  • Attend meetings and / or training and development activities, and represent BCHG, as required
  • To ensure that the trades staff and contractors communicate in a timely and accurate manner about the progress of work, to schedule their workload efficiently and effectively
  • To Support the SDT with maintaining and reducing WIP (Completion in time / jobs in jeopardy and overdue orders)
  • Process low value invoices and material orders through to payment
  • Consistently demonstrate high levels of customer service and professionalism whilst dealing with all enquiries, documenting them accordingly and managing cases to resolution
  • To carry out any other duties which may be required from time to time and that are commensurate with the post
  • Undertake general office duties such as filing, photocopying and scanning as required
  • To ensure that BCHG’s Core Values and Strategic Objectives are actively promoted and worked to at all times
  • To attend meetings and / or training and development activities, and represent BCHG, as required
  • To ensure that all the Group’s policies and procedures are adhered to at all times
  • To undertake any other tasks appropriate to the post as required by the Group
  • Ensure that the Group’s Equal Opportunities Policy and Equality, Diversity and Inclusion strategy is implemented at all times
  • All colleagues are responsible for the health and safety of themselves and of others

The training you will be getting

Level 3 Business Administration Apprenticeship Standard.

In house training will be provided on an ongoing daily basis with the current finance team. You will not be required to attend Dudley College premises as the course is delivered in the workplace only. An assessor will be allocated to you to progress / help you through your course. Continual assessments, coupled with assignments / or exams depending on course of study. Time spent training will be part of the agreed contracted hours of the working week.

At the end of your training, you will sit an exam and submit course work as part of your assessment, and you will receive a Level 3 qualification.

Where a business administrator has not already achieved Level 2 English and maths, they must do so before taking the end-point assessment.

There is a suite of mandatory training the new starter will need to complete as part of their induction programme. This will include Safeguarding, Health and Safety, Use of DSE equipment, EDI, data protection. The induction into the role will be robust and there will be a comprehensive induction in place.

What to expect at the end of your apprenticeship

Ideally if successful in their apprenticeship we would like them to move into our Service Delivery Co-ordinator role if there was one available at the point of the apprenticeship completing. 

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Team working, Initiative, Excel, word and outlook, Self motivated, Time management, Effective work planning, Flexible, Positive attitude, Accuracy, Conscientious, Good timekeeping, Able to follow instructions


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

Things to consider

All IT equipment is provided for role. The apprentice will be expected to work from our Head Office in Blackheath and our other site at Travis Perkins in Dudley. We can assist with travel to Travis Perkins possibly. Will be required to complete a DBS check and provide 2 references.

About the employer

A social business investing in people and communities. We have over 2,100 homes across the Black Country and Birmingham and a Residential Care Home. More than a registered provider of social housing, we support our local communities by offering free services that help individuals with self-achievement and aspiration through our career development, training and employment services.




134 High Street

Rowley Regis

West Midlands

B65 0EE

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience


Julie Perks

01384 363314

Apprenticeship standard

Business administrator

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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