Apprentice Communities Assistant
East Midlands Housing and Regeneration Ltd
Leicestershire (LE67 4JP)
Closes on Saturday 30 May 2026
Posted on 23 April 2026
Contents
Summary
Supporting provision of a comprehensive housing & estate management service, making a positive contribution to our communities.
- Wage
-
£23,222 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
Monday - Friday, 09:00 - 17:00
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
Supporting provision of a comprehensive housing & estate management service, making a positive contribution to our communities.
Principal Duties and Responsibilities:
- With support from the assistants provide a service for the emh homes Communities teams, answering enquiries and meeting service requests
- Assist with enquiries, calls, workflows and external emails regarding referrals or issues that require further knowledge delivering excellent customer service
- Support the senior housing officers and the customer contact centre in resolving queries at first point of contact
- Support customers with housing related queries
- Assist customers with expressions of dissatisfaction or complaints
- Ensuring strong document management processes and safe storage of key documents relating to tenancies
- Co-ordinate arrangements for team events
- Raise and monitor orders in accordance with financial regulations and standing orders
- Update housing management and external systems in relation to any changes of tenancy
- Support with digital systems
- Collate and circulate compliance reports in line with our policies
- Collate information for customers as required
- Support teams in collating customer profiling information
- Understand customer circumstances
- Work in partnership with property services colleagues in managing decants following serious incidents and in cases of property related damage/ disrepair / gas access/ signage and cases of concern
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
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
- Team working
- Initiative
- Non judgemental
Other requirements
This post requires a basic DBS clearance.
This is an office-based job role with the opportunity to work from home once trained.
Maths and English Grade 4 or above or equivalent qualifications are preferred or willing to work towards is essential.
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 the Communities team 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 VAC2000028036.
Apply now
Closes on Saturday 30 May 2026