Home Ownership Apprentice

Summary

To support the Home Ownership Team in providing a customer focused service to leaseholders, freeholders and shared owners.

Wage

£22,222.20 a year

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Training course

Customer service practitioner (level 2)

Hours

Monday - Friday, 09:00 - 17:00 . 1 hour unpaid lunch.

35 hours a week

Start date

Sunday 1 June 2025

Duration

1 year 6 months

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

An excellent opportunity has arisen for an apprentice to work for emh in the Home Ownership Team, based in our Coalville office. This varied and exciting role will enable you to develop a wide range of skills and experience in a crucial area of the business. The work will include delivering front line customer services effectively over all our multi media channels. These include telephone, e-mail, web, text phone and SMS.

Principal Duties and Responsibilities:

1- Functional responsibilities

Provide services to emh homeowners.
Respond to general queries from homeowners in respect of their lease.
To support the Homeownership officers by carrying out administrative functions as required.
Maintain accurate records including on the housing management system (MRI) workflows and email and correspondence.
Liaise with Finance Officers in the preparation of annual service charge budgets, estimated and audited accounts.
Systems are kept up to date and queries distributed where necessary.
Ensure incoming post/emails/workflows are distributed quickly and responded to in a timely manner.
Present information clearly, through a variety of methods.

2 - Customer Service and Team working

Deliver excellent customer service.
To undertake specific projects, specialist tasks, involvement in working groups as required.
Understand customer circumstances, using profiling information so that we can tailor services to best meet individual needs.
Ensure you are accessible to customers and that their enquiries are dealt with efficiently and effectively.
Resolve customers’ expressions of dissatisfaction or complaints at first point of contact, where this is not possible, assist in complaint resolution.
Provide support to team members and other colleagues as necessary.
Proactively and flexibly work as a member of the wider team, supporting others and responding positively to customer and business needs.

General Responsibilities

Work effectively with other team members to meet deadlines and provide excellent customer service.
Maintain strong links and working relationships with internal customers.
Promote and lead by example on equality, diversity and inclusion.
Contribute to improving and implementing new/revised processes.
Ensure adherence to data security and protection policies and processes.

Special Instructions:

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.

Full training will be provided in all areas to meet with the apprenticeship programme.

Where you’ll work

Memorial House
Whitwick Business Park
Coalville
Leicestershire
LE67 4JP

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

P.T.P. TRAINING LIMITED

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE in:

English (grade 4 and above)
Math's (grade 4 and above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working
Initiative
Non judgemental
Patience

Other requirements

Essential Skills the employer will be looking for: • Able to listen, question, show empathy and relate well to people. • Well organised, able to prioritise and manage competing priorities. • Flexible, embraces change and open to new ways of working and ideas. • Able to role model the values of the business including in relation to equality, diversity and inclusion. • Committed to own development and learning. • Good IT skills and competent with Microsoft Office applications. • Good verbal and written communication skills, including the ability to pass on information accurately and concisely. • Strong customer care skills demonstrating high levels of ownership and accountability. • Demonstrate the ability to problem solve and reach solutions whilst maintaining a good customer experience.

About this company

With 22,000 homes, emh is one of the largest providers of social housing and care services in the East Midlands, working across 50 local authority areas. Diversity and inclusion sit at the heart of emh’s social ethos, driving its mission to ‘Improve Opportunities for People’. We invest in communities by tackling homelessness initiatives, providing financial inclusion support, involving residents in shaping services, as well as building high quality homes for rent and shared ownership to meet the diverse needs of our local communities. We are proud of our 1100 colleagues who make a difference for our residents every single day. We are committed to investing in our colleagues with continuous learning and development opportunities to develop and nurture talent to promote professionalism in service delivery. This includes apprenticeships and postgraduate programmes. A job with us is challenging, stimulating and rewarding. We offer a friendly, open environment and encourage professional development among all our employees.

https://www.emh.co.uk (opens in new tab)

Company benefits

Competitive salary 39 days’ annual leave (inc statutory days) Contributory Social Housing Pension Scheme Health Cash Plan and Enhanced Employee Assistance Program A wide range of training and development opportunities

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

There may be a full time position available for the right candidate however, please note that this is not guaranteed.

Ask a question

The contact for this apprenticeship is:

P.T.P. TRAINING LIMITED

PTP Recruits

ptprecruits@ptp-training.co.uk

01922651100

The reference code for this apprenticeship is VAC1000317919.

Apply now

Closes in 29 days (Friday 30 May 2025 at 11:59pm)

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