Customer Experience Apprentice
ONGO HOMES LIMITED
26-30 High St, Scunthorpe (DN15 6AT)
Closes in 12 days (Wednesday 29 July 2026)
Posted on 16 July 2026
Contents
Summary
You will support the delivery of excellent customer-focused services across the Customer Experience Team. Be first point of contact for customers across multiple communication channels, including phone, email, webchat and social media, while also developing the skills needed to support housing, tenancy, lettings and administrative functions.
- Wage
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£15,288 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Housing and property management assistant (level 2)
- Hours
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Monday to Friday 9am to 5pm
36 hours 45 minutes a week
- Start date
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Tuesday 1 September 2026
- Duration
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1 year
- Positions available
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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
Deliver excellent customer service across telephone, email, webchat, social media and face-to-face channels, resolving enquiries at the first point of contact wherever possible and ensuring customers receive accurate advice and support.
Support customers with a wide range of housing enquiries including repairs, rent, lettings, tenancy management, anti-social behaviour and general housing services, following policies, procedures and service standards.
Provide administrative support across the Customer Hub, including arranging appointments, processing service requests, maintaining records and supporting neighbourhood, lettings and tenancy teams.
Assist with property lettings and tenancy administration activities, including advertising properties, applicant checks, mutual exchanges, tenancy changes, garage lettings and preparing cases for officer review.
Accurately maintain customer records, case notes and service requests across CRM and housing management systems, ensuring compliance with data quality standards and performance requirements.
Support triage officers with tenancy, lettings and anti-social behaviour enquiries, helping to gather information, assess customer needs and ensure enquiries are directed or resolved appropriately under supervision.
Respond to customer dissatisfaction positively and professionally, supporting early resolution, complaint prevention, accurate recording and continuous service improvement.
Process customer payments, support repairs appointments, handle correspondence and undertake a variety of administrative tasks that contribute to efficient service delivery.
Build positive relationships with customers, colleagues, contractors and partner agencies, communicating clearly and keeping customers informed throughout their journey with Ongo.
Develop knowledge of housing services, tenancy law, lettings processes, safeguarding, complaints handling and regulatory requirements through on-the-job learning and apprenticeship training.
Manage workload effectively, prioritising competing demands, meeting agreed timescales and contributing to individual, team and organisational performance objectives.
Be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
Where you'll work
Ongo House
26-30 High St, Scunthorpe
DN15 6AT
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
TOTAL TRAINING PROVISION LIMITED
Training course
Housing and property management assistant (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Customer Service: Be able to apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders.
- Respond to vulnerability: Uses appropriate levels of skill and judgment to understand the needs of vulnerable individuals and groups (including those with complex needs) and respond accordingly.
- Communication: Demonstrate effective and appropriate communication skills to enable timely identification and resolution of issues. Be able to signpost customers who need additional support to other colleagues, partner agencies.
- Administration: Be able to apply a range of administrative skills in order to support a range of housing and property related services.
- Information collection and sharing: Understand and be able to use a variety of methods to collect and present information such as resident, neighbourhood and property data in an effective manner. Information and data must be collected, recorded and presented accurately.
- Team work: Work with internal colleagues and external partners to achieve individual, team and business targets. Work with colleagues to identify solutions to problems, appreciate the importance of team working and where they fit within the team.
- Time management: Organise and plan work in a flexible manner to ensure tasks are prioritised and completed within agreed timescales.
- Tools and equipment: Effective use of IT equipment and software, including housing and property management software. The appropriate use of housing and property related work equipment.
- Decision making: Effective decision making in order to ensure work tasks are completed in line with instruction and on time.
Training schedule
You will train towards a housing and property management level 2 course
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
- 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 employer
At Ongo Homes, we offer quality, affordable homes for rent and sale in North Lincolnshire and neighboring areas.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
The apprenticeship will also provide exposure to triage and complaints support, helping you develop an understanding of how more complex customer enquiries, tenancy-related matters, anti-social behaviour reports, lettings queries, tenancy changes and customer dissatisfaction are managed in line with policies, procedures and service standards.
Ask a question
The contact for this apprenticeship is:
TOTAL TRAINING PROVISION LIMITED
The reference code for this apprenticeship is VAC2000043192.
Apply now
Closes in 12 days (Wednesday 29 July 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.