Apprentice Customer Service Advisor

East Midlands Housing and Regeneration Ltd

Leicestershire (LE67 4JP)

Closes on Saturday 30 May 2026

Posted on 23 April 2026

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Summary

To deliver front line customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS.

To employ a high standard of customer care in all customer contacts, internal and external.

To provide administrative support as required.

• Wage:

  £23,222 a year

  Check minimum wage rates (opens in new tab)

• Training course: Customer service practitioner (level 2)
• Hours: 7 hours per day between Monday - Friday 8.00am - 6.00pm (annualised hours contract) meaning shift patterns are given in advance.

  35 hours a week

• Start date:

  Monday 1 June 2026

• 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

• To deliver front line customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS
• To employ a high standard of customer care in all customer contacts, internal and external
• To provide administrative support as required
• This post is subject to a basic DBS clearance

Principal Duties and Responsibilities:

• To deliver front line customer services effectively over all our multimedia channels. These include telephone, e-mail, web, text phone and SMS
• To employ a high standard of customer care in all customer contacts, internal and external
• To provide administrative support as required
• In particular to:
• Handle all multimedia 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 Experience Team
• 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, faxing and stationery management

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.

Training provider

P.T.P. TRAINING LIMITED

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.

Training schedule

• Customer Service Practitioner Apprenticeship Standard
• Functional skills in maths and English if required (those aged 19+ will not need to sit maths and English Functional Skills if they do not already have the exemptions)
• Internal relevant training courses as required for the job

More training information

• You will be required to attend 6 workshops - All workshops are available online with a full day delivery and at the end of every workshop, each individual will be set work-related tasks to be completed
• During these sessions, new topics will be taught by your tutor
• Between sessions, you’ll complete self-study tasks spread throughout the week

Requirements

Desirable qualifications

GCSE in:

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

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Administrative skills
• Logical
• Team working
• Initiative
• Non judgemental

Other requirements

• It is important that the successful candidate can respect the confidential nature of personal information and privacy
• This is an office-based job role
• It is a very busy environment
• This post is subject to DBS clearance
• Maths and English Grade 4 or above or equivalent qualifications are preferred or willingness to work towards is essential

Please note:

• We reserve the right to close these vacancies prior to the application deadline once a sufficient number of applications have been received, so recommend early application

About this employer

We are one of the largest providers of affordable housing and care services in the East Midlands, operating across more than 40 rural and urban local authority areas. Our commitment to delivering excellent services and providing safe, secure homes underpins everything we do. Working closely with our residents and partners, we aim to build up to 500 new, high-quality homes each year for rent and shared ownership. We also provide care and support services, including nursing care, Extra Care independent living and supported living – ensuring people can live well, safely and independently in homes that meet their needs. Alongside this, we continue to strengthen our service delivery by tackling homelessness, investing in apprenticeships, jobs, training, skills and enterprise, promoting financial inclusion and delivering energy-efficiency programmes. Equality and diversity sit at the heart of our work, guiding both our services and the way we support the communities we serve.

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

Company benefits

• Competitive salary
• Pension scheme
• Health cash plan
• 39 days annual leave (inc statutory days), increasing to 44 days with length of service
• Training/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

It is expected that upon completion of the apprenticeship there may be an opportunity to remain in a full-time position within customer services or progress further within the organisation onto a suitable pathway.

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 VAC2000028035.

Apply now

Closes on Saturday 30 May 2026