Apprentice Aftercare Administrator emh group

To provide support and assistance to the defects and aftercare team as well as delivery and the wider business teams to ensure the successful delivery of EMH’s development programme and aftercare service. Working closely with Delivery Colleagues to support and maintain high levels of accuracy, organisation, communication, and customer service.

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Closing date: 02 Aug 2024

Apprenticeship summary

  • Annual wage


  • Working week

    Monday to Friday, 9am to 5pm

    Total hours per week: 35

  • Expected duration

    18 Months

  • Possible start date

    05 Aug 2024

  • Date posted

    31 May 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

  • Promoting and showcasing EMH group values throughout the
    undertaking of the job role. Including partnership working with
    stakeholders, colleagues, customers, and developers. To adopt a
    flexible approach to agile working and staying in touch with
    colleagues to promote one team values.
  • With support from the defects and aftercare team provide an
    administration and support service for the department, answering
    enquiries and meeting service requests.
  • Assist with handling all initial communication for the defect &
    aftercare team including emails and telephone enquiries.
    Provide customer support for issues on new homes including,
    defect reporting and aftercare queries.
  • Assist with managing internal repair system for all new build
  • Defect repairs & monitoring defects patterns on all new build sites
  • To correctly manage the expectations of all customers, this may
    include dealing with and investigating complaints when required.
  • Processing defect enquiries, assisting in diagnosing valid defects
    and co-ordination of customer/developer needs, tracking progress
    and monitoring against service standards
  • Assist with coordination of the end of defects process including
    surveys and visits by consultants, EMH colleagues, developers, and customers in line with Customer Service Standards.
  • Assist to ensure that all outstanding contractual defect works are
    completed before retention monies are released
  • Be a point of contact for the CSC & CET teams for any referrals or
    issues that require further knowledge or information.
  • Assisting with the management of ordering and invoicing and
    ensuring compliance with EMH group financial regulations and
    standing orders.
  • Support the organisation of team events as appropriate
  • Help develop aftercare newsletters and communication tools to
    deliver excellent customer service.
  • Carry out customer satisfaction surveys including analysing and
    reporting on key success and improvement factors
  • Assist to ensure robust filing systems and documentation are
    maintained in a way that facilitates easy access and where possible electronic document management systems are used.
  • To take individual responsibility for ensuring that a continuously
    improving, and effective, professional customer service is delivered to all new home residents
  • Assist with regular health and safety compliance.
  • To act, at all times, in the interest of the Association and ensure the highest standards of performance are met

The training you will be getting

Level 2 Customer service practitioner apprenticeships.

Apprentices who have not achieved the equivalent of level 2
qualifications in maths and English, will need to achieve level 1
functional skills in these and work towards level 2 functional skills.

What to expect at the end of your apprenticeship

  • Potential opportunities for successful candidates to progress further
    within the company

Requirements and prospects

Desired skills and personal qualities

Communication skills, Attention to detail, Organisation skills, Presentation skills, Team working, Non judgemental, Patience


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

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 We are an Investors in People accredited organisation, a wide range of training and development opportunities


emh group


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


Chloe Burton

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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