Customer Service / Resident Experience Apprentice

Summary

Are you a people-first problem-solver with a passion for creating unforgettable resident experiences? Join us as a Resident Experience Team Member, where no two days are the same and your energy, creativity, and care make all the difference.

Wage

£18,000 a year

Check minimum wage rates (opens in new tab)

£10 per hour

Training course

Customer service specialist (level 3)

Hours

Monday - Friday, 9.00am - 5.00pm

35 hours a week

Start date

Tuesday 1 July 2025

Duration

1 year

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

Turn feedback into action and keep residents happy
Resident interaction. Actively listen, engage, and gather insights to shape our services and community events
Event delivery. Assist or lead on-site events that bring our community to life and enhance our brand
Onsite presentation. Help maintain a clean, safe, and welcoming environment
Property checks: Conduct regular inspections to uphold high standards
Resident support: Respond quickly and helpfully to questions, reviews, and feedback
Experience delivery: Provide moments that exceed resident expectations
Apartment support: Help manage and maintain apartments for a seamless living experience
Problem-solver: Handle challenges proactively before they escalate
Idea generator: Contribute fresh ideas and solutions to improve the resident experience
Admin & records: Keep documentation accurate and well-organised
Brand representation: Embody our brand values in every interaction
Maintenance coordination: Assist with basic maintenance needs and ensure smooth operations
Health & safety: Maintain a solid understanding of safety protocols and confidentiality

Ideal Candidate:

Experience in customer service, ideally in the residential or hospitality sector
Strong communication and interpersonal skills
A team player with a proactive, confident approach
Able to work independently and adapt to change
Detail-oriented with a focus on continuous improvement
Enthusiastic and able to thrive in a fast-paced environment

Where you'll work

Northern Assurance Buildings 9-21
Princess Street
Manchester
M2 4DN

Training

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

College or training organisation

PROFESSIONAL APPRENTICESHIPS LTD

Your 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

Your training plan

Customer Service Specialist Level 3 Apprenticeship Standard

Requirements

Essential qualifications

GCSE in:

English (grade 4/C Or above)
Maths (grade 4/C Or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Problem solving skills
Presentation skills
Administrative skills
Number skills
Analytical skills
Logical
Team working
Creative
Initiative
Non judgemental
Patience

About this company

We bring our buildings, homes and green spaces to life through events, brand activations, pop-ups and more - from Red Bank to Collyhurst Village, putting you at the heart of these vibrant new neighbourhoods. Why? Above all else, for experience.

Company benefits

25 days annual leave Pension scheme Family-friendly policies Benefits including gym membership discounts, Cycle2Work scheme, health cash plans, and more

After this apprenticeship

There will be opportunities beyond the apprenticeship for the right candidate

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