Customer Experience Apprenticeship
THIRTEEN HOUSING GROUP LIMITED
Middlesbrough (TS2 1QG)
Closes in 18 days (Sunday 28 June 2026 at 11:59pm)
Posted on 8 June 2026
Contents
Summary
This role is a great opportunity to work in a professional environment.This is ideal if you enjoy working with people, developing communication skills, and want to build a career in a customer-focused role. You’ll gain real experience working as part of our Customer Experience and Touchpoint teams.
- Wage
-
£15,434.32 a year
Minimum wage rates (opens in new tab)
Apprenticeship salary will increase yearly.
- Training course
- Business administrator (level 3)
- Hours
-
Monday - Friday, Shifts to be confirmed.
37 hours a week
- Start date
-
Monday 7 September 2026
- 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
As a customer experinace apprentce at Thirteen, you’ll be supported throughout your apprenticeship to:
- Provide support to our Customer Experience and Touchpoint teams
- Assist with delivering a high-quality service to customers
- Carry out a range of administrative tasks and support day-to-day team activity
- Interact with customers through a variety of communication channels
- Learn how to build positive relationships with customers and colleagues
- Support accurate record keeping and data management across systems
- Work collaboratively with internal teams to resolve customer queries
- Take part in training, college learning and team activities
- You’ll also learn how to communicate confidently and professionally, ensuring every customer interaction is handled with care and respect
Where you'll work
2 Hudson Quay
Windward Way
Middlesbrough
TS2 1QG
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
THE EDUCATION TRAINING COLLECTIVE
Training course
Business administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
- Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
- Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
- Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
- Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
- Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
- Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
- Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Training schedule
Requirements
Essential qualifications
GCSE in:
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
- Team working
- Initiative
Other requirements
- GCSE English Language and maths at Grade C/4 or above (or predicted to achieve)
- Confident using IT systems and technology
- Must not already have qualification higher than a Level 1 in Business Administration
- Ability to travel to office locations and college
About this employer
Thirteen Group is one of the largest housing associations in the North East, providing homes and services to support local communities.
We’re committed to investing in people and creating opportunities for future careers, which is why our apprenticeship programmes are such an important part of what we do.
You’ll be joining a friendly and supportive organisation that values learning, development and helping you build a career you can be proud of.
Start your career with Thirteen, be a part of our vision to improve lives every day.
https://www.thirteengroup.co.uk/about-us/work-for-us (opens in new tab)
Company benefits
- 28 days annual leave plus bank holidays (which increases with service) and an extra day off for your birthday.
- A competitive pension scheme
- Access to health and wellbeing support
After this apprenticeship
- Career opportunities after your apprenticeship - many of our apprentices go on to build long-term careers with Thirteen after completing their qualification
Ask a question
The contact for this apprenticeship is:
THE EDUCATION TRAINING COLLECTIVE
The reference code for this apprenticeship is VAC2000035718.
Apply now
Closes in 18 days (Sunday 28 June 2026 at 11:59pm)