Coronavirus (COVID-19): to find out how we can support you with your apprenticeship including if you have been affected by redundancy, read our updated information.


Gain understanding of how Customer Service is delivered. How the Reception, Housing & Repairs Customer Services Team work and the tasks they undertake to ensure that a high and efficient level of Customer Service is given to both internal and external customers. Provide a professional, high quality, front line customer focused service.

Sign in to apply

Closing date: 12 Aug 2022

Apprenticeship summary

  • Annual wage


    £11,062- Wage will start @ £11,062 per annum for under 18, but will rise dependent on age.

  • Working week

    The role is between the hours of 9 am and 5 pm, Monday to Friday with 30 mins lunch – there is room for some flexibility within these hours. Total 37 hours per week.

    Total hours per week: 37

  • Expected duration

    15 Months

  • Possible start date

    05 Sep 2022

  • Date posted

    13 Jul 2022

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    1 available

What will the apprentice be doing?

Learn elements of the Reception Role – Meeting and greeting customers, dealing with initial enquiries, dealing with the incoming and outgoing post, scanning and filing electronic documents, maintaining the key logging systems, and dealing with any admin requests as requested.

To act as first point of contact for all customer enquiries (by telephone, in person or in writing) by providing repairs or housing related advice and information, and doing the related follow up work from the call (for example raising works orders, booking an appointment, setting up payments, raising ASB reports.)  Provide a first class service to answer, investigate and resolve customer enquiries.

Receiving, diagnosing repair problems and determining appropriate actions in accordance with agreed standards and policies.

Learning to deal with and resolve disputes relating to repairs that are identified as tenant responsibility or where the organisation is not responsible for their resolution, offering advice and support wherever possible to enable the customers to achieve the outcome they require including sign posting to online help or third party suppliers.

To provide a first class advice service to answer, investigate and resolve any enquiries (from tenants, tenant’s representatives, applicants and third party organisations.)  Sign posting and referring to services within Connect or networking with local agencies to cater for all the callers needs.

Accepting payments (in person and over the phone), negotiating and agreeing payment plans, discussing rent accounts to help resolve any rent account issues.

Dealing with applicant enquiries.  Advising callers about the application process and providing accurate advice about housing applications and highlighting alternative options and signposting to other services. 

Learning about the Association’s legal and regulatory obligations in respect to maintenance – how it is delivered and how reporting requirements are effectively fulfilled.

Generating and maintaining good working relationships with team members, colleagues, tenants and external contacts.  Ensuring knowledge is shared with other relevant parties.

Scheduling works for in house maintenance operatives, determining the appropriate trades and time required to complete specific maintenance.  Booking appointments for other colleagues to visit tenants in relation to maintenance.

Raising and onwards processing of works orders and invoices, ensuring the correct budget codes, SLAs and schedule of rates are used.
Conducting customer feedback exercises, by phone, text or other communication method to determine the conduct and quality of maintenance activities.
To assist with tenancy maintenance by inputting details of new tenancies or terminations on the system, adding new notes, amending details, sending out application packs.
Providing proactive assistance and administrative support to other teams, to ensure a high level of service delivery to external customers is maintained at all times. 
Dealing with daily correspondence (via post, internal and external team email inboxes, and via INVU) by resolving the query or directing it to the appropriate department.
Logging ASB report, service complaints and notes of all interactions with tenants on relevant systems according to agreed time scales.

Assist and support with the smooth running of Thrive on a daily basis.  This involves (but is not exclusive to):  provide a welcoming service, setting up meeting space and refreshments, on hand assistance to clients using the space, being familiar with the program of events to be able to promote the events to service users and potential clients.

Any other reasonable duties as requested by Connect.

What training will the apprentice take and what qualification will the apprentice get at the end?

Level 3 Customer Service Specialist apprenticeship standard, which includes:

Level 2 Functional Skills in maths and English (if required)
Full, on-the-job training will be provided by the employer, with 20% off the job training as a requirement.
End-Point Assessment (EPA).
This apprenticeship is delivered in the workplace and 20% of your working time will be dedicated towards training and learning new skills. You will be allocated a tutor who will provide you with personal support and assessment at pre-arranged times.

Assessment is through a variety of methods including witness testimonies, product evidence and professional discussions. All evidence will be logged to your electronic portfolio. 

What is the expected career progression after this apprenticeship?

Providing apprentices with the necessary skills and work experiences to be able to successfully gain employment in the open jobs market on the completion of training programmes and apprenticeships.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Logical, Team working, Non judgemental, Patience, Good attendance record, Can Do Attitude, Self Motivated


GCSE or equivalent English (Grade C/4) Essential
GCSE or equivalent IT (Grade C/4) Essential
GCSE or equivalent Maths (Grade C/4) Essential

Things to consider

Ensure you can travel to the place of work on a daily basis. Read the Job description in full.

About the employer

Are you looking for a home to rent in West Yorkshire? Maybe you need information about our housing services, want to pay your rent or book a repairs appointment? Or you might be interested in working with us. Whatever the reason for your visit today, we are here to help. Connect Housing Association Limited is a charitable association registered in England and Wales under the Co-operative and Community Benefit Societies Act 2014 (Company No. IP17445R) and with the Regulator of Social Housing (No. L2285).




21 Bond Street


WF13 1AX

You must have JavaScript enabled to view a map of the location


Training provider



Mandy Hodson

01924 614523

Apprenticeship standard

Customer service specialist

Level 3 (A level)

Before you apply

Before you apply for an apprenticeship you must first create an account. If you already have an account you'll need to sign in.