Customer Service/Planner Apprentice

Summary

This is a great opportunity to join the Homes division of East Midlands Housing and Regeneration Ltd as an Apprentice Planner within the Property Services team.

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

Monday 21 July 2025

Duration

1 year 6 months

Positions available

1

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

You will be undertaking the appointing, scheduling and planning of works for internal and external contractors on a daily basis. Applying effective planning and communicating skills, you will manage the allocation of work and supply of materials to ensure that maximum productivity, performance and customer satisfaction levels are achieved.

Principal Duties and Responsibilities:

Customers

Liaising on a daily basis with customers, the customer service centre and appropriate maintenance teams to co-ordinate an efficient service and build effective relationships with colleagues, customers and clients.
Getting involved with tenant and leaseholder customers to improve the service.
Participating in resident forums and scrutiny activity under emh homes co-regulation model.
Upholding the vision and values of the emh group and emh homes.
Taking individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered.
Respecting the confidential nature of personal information.

Commercial focused delivery model - value for money

Monitoring target completion dates and priority codes in relation to work orders to ensure maximum performance is achieved. Working to meet key targets on repairs and taking a proactive approach to identifying any issues that may adversely affect such targets being achieved.
Ensuring maximum monthly income is achieved by allocating sufficient works per operative in line with key performance targets.
Undertaking all necessary administration in relation to works orders. Ensuring that all works are correctly completed, and accurate costs applied to fulfil key performance and financial targets.
Working to achieve Right First Time in respect of works and repairs, and championing a customer focused service.
Raising, updating the status of, and completing works orders on all relevant ICT systems.
Acting as the first point of contact for site technicians to resolve daily operational issues.
Administrative data imputing to systems for monitoring and managing purposes to ensure services are efficient and effective.

Team

Providing regular updates to line manager. Occasional preparation and presentation of reports to team meetings and other internal groups.
Establishing and maintaining effective communications with contract supervisors, ensuring that supply of resource is sufficient for demand.
Ensuring a safe working environment in accordance with Health and Safety Regulations.
Maintaining an awareness of current instructions circulated by staff meetings, departmental and group bulletins, circular letters or by verbal or written information given by you.
Recognising and promoting emh group’s Equality and Diversity Strategy.
Attending fire drills and staff meetings as required.
Attending training events as required.
Any other duties consistent with the role, including providing cover for other teams.

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)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

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

Customer Service Practitioner Level 2 Apprenticeship Standard.

More training information

Please keep in mind interviews for this position will take place on 18-19th June 2025 with a potential start date of 21st July 2025 (Providing all pre-employment checks are complete). If you have any concerns, please call PTP Training on 01922 651100.

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

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