Apprentice Home Adaptions Triage Officer
Southampton City Council
Hampshire (SO14 7LY)
Closes in 12 days (Thursday 11 June 2026)
Posted on 28 May 2026
Contents
Summary
As an apprentice you will be working with with colleagues in Adult Social Care, Social Care and the local authorities housing
team, you will support people to live independently in their own homes for longer through a strengths-based approach.
- Wage
-
£24,795 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday to Friday 9am to 5pm
37 hours a week
- Start date
-
Monday 3 August 2026
- Duration
-
1 year 6 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
- Receiving and evaluating incoming adaptation related housing inquiries, complaints, or requests
- Gathering relevant information and assessing the nature, urgency, and complexity of each case
- Identifying any risks or emergencies that require immediate attention
- Coordinate referrals to relevant departments
- Ensure clear communication and documentation during the triage process
- Maintain professional and empathetic communication
- Handle difficult conversations and de-escalate tense situations
- Maintain accurate record
- Ensuring data protection and confidentiality of sensitive information
Where you'll work
Civic Centre
Southampton
Hampshire
SO14 7LY
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
FAREPORT TRAINING ORGANISATION LIMITED
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
- Customer Service Specialist Level 3
- Apprentices will develop their knowledge, skills and behaviours through on and off-the- job learning and are expected to attend Fareport training centre on a day release basis
- Apprentices will be certificated for the apprenticeship after completion of an end-point assessment
Requirements
Essential qualifications
GCSE in:
- English (grade C or above (or equivalent))
- Maths (grade C or above (or equivalent))
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
- Organisation skills
- Customer care skills
- Problem solving skills
- Presentation skills
- Administrative skills
- Team working
Other requirements
Passing a Disclosure and Barring Service (DBS) check.
About this employer
Being part of the Southampton City Council team requires people who are willing to take personal responsibility for delivering excellence, to work with others to achieve the best possible outcomes, to embrace change and new opportunities, to make the most of the resources available to us and to think and act in the best interests of our customers. Southampton City Council are responsible for providing a number of services to the residents of Southampton including waste, housing, benefits, libraries, community support, marriages etc. and our aim is to give our customers the best service possible.
https://www.southampton.gov.uk/ (opens in new tab)
Company benefits
- Excellent local government pension scheme
- Generous holiday 25-31 days, based on role and service
- Health and wellbeing support
- Discounted memberships at local sports and fitness centres
After this apprenticeship
Although we can’t guarantee you a permanent job at the end of your apprenticeship, many apprentices remain with SCC following the completion of their apprenticeship. If there is not a permanent opportunity, we will support you to apply for other roles within the council, and help make sure you are ready for a wider job search with support from our Employment Support team.
Ask a question
The contact for this apprenticeship is:
Southampton City Council
Patricia Mahoney
Patricia.Mahoney@southampton.gov.uk
023 8083 3108
The reference code for this apprenticeship is VAC2000033916.
Apply now
Closes in 12 days (Thursday 11 June 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.