Customer Service Centre Apprenticeship
Citizen Housing Group Limited
West Midlands (B37 7YN)
Closes in 27 days (Monday 24 August 2026 at 11:59pm)
Posted on 24 July 2026
Contents
Summary
Reporting to Team Leader, you will support the Customer Service Centre Manager and Team Leaders to ensure the delivery of a highly customer focused and cost-effective customer service.
- Wage
-
£15,392 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday to Friday 9am - 5pm.
37 hours a week
- Start date
-
Monday 7 September 2026
- Duration
-
1 year 3 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
- Be responsible for handling a variety of customer enquiries via the telephone, digital channels and electronically, responding to service requests and conducting surveys
- Liaise with internal and external colleagues and customers, promoting the CSC and the organisation positively
- Receive customer service and repairs enquiries, over the telephone, digital and electronically; diagnosing problems, advising customers, arranging appointments, liaising with colleagues and contractors as appropriate and taking payments in accordance with quality and performance standards.
- Keep accurate records and updating systems to enable reporting against performance indicators
- Take ownership and responsibility for dealing with customer enquiries through to a satisfactory resolution within performance targets
Where you'll work
Unit 4040
Lakeside
Birmingham
West Midlands
B37 7YN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
SOLIHULL COLLEGE AND UNIVERSITY CENTRE
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
Training will be provided by Solihull College and an assessor will be allocated to support you. Coaching in the workplace, on teams as well as scheduled sessions at the Solihull campus and time spent training will be part of the agreed working hours. At the end of your training, you will complete a showcase of evidence, a practical observation and a professional discussion to achieve level 3 Customer Service Specialist apprenticeship.
Requirements
Essential qualifications
GCSE in:
- English (grade 4 or above)
- Maths (grade 4 or above)
Desirable qualifications
NVQ 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
- Attention to detail
- Customer care skills
- Problem solving skills
- Team working
- Initiative
- Assertive if necessary
- Ability to work under pressure
- Work to tight deadlines
About this employer
At Citizen, we offer more than just places to live, we provide homes that are a foundation for life. That’s because we believe being a Citizen means being part of something bigger and belonging to a community where everyone has a voice, respect, and can access support when they need it most.
From our rented homes to our award-winning regeneration projects, we’re passionate about providing homes that support our customers to live well and feel secure.
https://www.citizenhousing.org.uk/ (opens in new tab)
Company benefits
- Annual Leave: Annual leave starts at 26 days per year plus bank holidays
- Enhanced family leave (maternity, paternity and adoption)
- Organisational sick pay
- Generous Pension Scheme
- Health and Wellness: Comprehensive health insurance and wellness programs.
- Work-Life Balance: Flexible working hours and generous leave policies.
- Employee Development: Access to training programs and career development resources
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
The apprentice will have the opportunity to progress into a full-time, permanent role with the company.
Ask a question
The contact for this apprenticeship is:
SOLIHULL COLLEGE AND UNIVERSITY CENTRE
Elaine Reeves
elaine.reeves@solihull.ac.uk
01216787181
The reference code for this apprenticeship is VAC2000044659.
Apply now
Closes in 27 days (Monday 24 August 2026 at 11:59pm)