Customer Contact Advisor – Apprentice

PEABODY TRUST

Erith, Kent (DA18 4AA)

Closes in 9 days (Wednesday 6 May 2026)

Posted on 27 April 2026

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Summary

Customer Contact Advisor Apprentice, a varied role, combining front‑of‑house reception duties with office and business support tasks. You’ll be based mainly at our Thamesmead office, with regular cover required at our Charlton office, so flexibility is important. 

Wage

£23,133 a year

Check minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday - Friday, 9.00am - 5.00pm.

35 hours a week

Start date

Saturday 6 June 2026

Duration

1 year 3 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

  • Welcoming residents, visitors and colleagues
  • Handling enquiries face to face, by phone and by email
  • Supporting operational teams and signposting queries
  • Managing reception inboxes and shared spaces
  • Completing admin tasks, updating records and using internal systems
  • Taking part in training and development linked to your apprenticeship 

Where you'll work

61 Hailey Road
Erith, Kent
DA18 4AA

Training

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

Training provider

PEABODY TRUST

Training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
  • Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
  • Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
  • Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
  • Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Service Improvement: Make recommendations based on your findings to enable improvement
  • Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

You will complete a Level 3 Customer Service Specialist apprenticeship alongside your role to achieve qualifications by a combination of work-based learning and day release study.

Requirements

Desirable qualifications

GCSE in:

  • English (grade Grade C/4 or above)
  • Maths (grade Grade C/4 or 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
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Logical
  • Team working
  • Initiative
  • Non judgemental
  • Patience

About this employer

The Peabody Group is responsible for 66,000 homes in London and the South East. We have 17,500 care and support customers. Our mission is to help people make the most of their lives.

https://www.peabody.org.uk/ (opens in new tab)

After this apprenticeship

Customer Service Specialist roles.

Ask a question

The contact for this apprenticeship is:

PEABODY TRUST

The reference code for this apprenticeship is VAC2000028283.

Apply now

Closes in 9 days (Wednesday 6 May 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.