Apprentice Customer Service Advisor East Midlands Housing and Regeneration Ltd

The Customer Service Advisor is a key role within the business, acting as the first point of contact for our customers, covering a range of queries, dealing with sensitive issues, and treating each customer with respect. An excellent opportunity has arisen for an apprentice to work for EMH group in the Customer Services Centre.

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Closing date: 28 Jun 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday 08:00-18:00.

    Total hours per week: 35.0

  • Expected duration

    12 Months

  • Possible start date

    02 Jul 2024

  • Date posted

    31 May 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Handle all multi-media queries, and resolve them promptly in a helpful, respectful and courteous manner. Providing a tailored service for our diverse customer base
  • Interpret repair queries and respond within set guidelines including instructions to contractors
  • Tenant arrears – sending standard letters as generated by Orchard in accordance with income management policy
  • Providing advice, including welfare benefits, updating our records, liaising with relevant officers and making appropriate agreements to repay
  • Deal with lettings queries as appropriate for the LA region
  • To keep accurate records of involvement and action taken and to ensure that all records, computerised and manual are kept up to date
  • To contribute positively to the CSC team to ensure effective operation of the CSC, which also includes the customer
  • To communicate/liaise with other departments, offices and external bodies to ensure the efficient, professional and effective provision of services
  • Promptly refer calls that cannot be dealt with to the appropriate member of staff
  • Maintain regular and effective liaison with group-based staff
  • To undertake administrative duties as requested. Examples would include, word processing, data input, post, photocopying

The training you will be getting

  • Customer Service Level 2
  • Functional Skills if required
  • Blended on/off-the-job training and location to be confirmed

What to expect at the end of your apprenticeship

Possible progression to Level 3 to the successful candidate.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience


GCSE or equivalent English (Grade 4) Desired
GCSE or equivalent Maths (Grade 4) Desired

Things to consider

To uphold the vision and values of the emh group and emh homes To take individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered. To ensure a safe working environment in accordance with Health and Safety Regulations. To attend fire drills and staff meetings. To attend training events as required. To maintain an awareness of current instructions circulated by staff meetings, departmental and head office bulletins, circular letters or by verbal or written information given by your Responsible Officer. To respect the confidential nature of personal information. To recognise and promote emh group’s Equality and Diversity Strategy. December 2013

About the employer

About us emh group is one of the largest providers of affordable homes and support services in the East Midlands. We pride ourselves in providing high quality homes and services that contribute to sustainable communities. Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer. Our values Our values are important to us and we’re looking for people who can help live our values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence. Company Benefits Our generous package includes: • Competitive salary • Contributory pension scheme • Health cash plan – BHSF • 39 days’ annual leave (including statutory days), increasing with length of service (pro-rata for part time) • Flexible working • A wide range of training and development opportunities (we are an Investors in People accredited organisation) “We reserve the right depending on application numbers to close or extend the closing dates for positions, we would therefore recommend an early application” .


East Midlands Housing and Regeneration Ltd


Memorial House

Whitwick Business Park


LE67 4JP

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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


PTP Recruits


Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

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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