Awaab's Law Case Lead Apprentice
PEABODY TRUST
London (SE1 7JB)
Closes in 12 days (Tuesday 10 November 2026)
Posted on 29 October 2026
Contents
Summary
As an Apprentice Awaab's Law Lead, you'll play a vital role in supporting residents facing serious repair issues, helping to ensure concerns are managed quickly, effectively and with empathy.
- Wage
-
£29,904 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday 09:00am - 17:00pm.
35 hours a week
- Start date
-
Thursday 10 December 2026
- Duration
-
1 year 3 months
- Positions available
-
4
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
- Act as a key point of contact for residents experiencing complex repair issues.
- Support the investigation, monitoring and resolution of Awaab's Law cases.
- Work closely with repairs teams, contractors and other stakeholders to progress cases and achieve positive outcomes.
- Keep residents informed through clear, compassionate and timely communication.
- Monitor case progress, maintain accurate records and provide regular updates
- Review repair histories and contribute ideas to improve services and resident experiences.
- Support the management of complaints, escalations and priority cases.
- Develop an understanding of housing legislation, compliance requirements and customer service best practice.
- Build valuable skills in case management, stakeholder engagement, problem-solving and customer care.
Where you'll work
45-47 Westminster Bridge Road,
London
SE1 7JB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
PEABODY TRUST
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
You will complete a variety of induction training to settle you in and then begin your Level 3 Customer Service Specialist Apprenticeship. If there is a need for you to complete English and/or maths at Level 2 Functional Skills, this will form part of your apprenticeship programme.
Training will be scheduled in line with working pattern.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Organisation skills
- Customer care skills
- Administrative skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
About this employer
The Peabody Group is responsible for 66,000 homes in London and the South East. We have 17,500 care and support customers. Our mission is to help people make the most of their lives.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- The Level 3 Customer Service apprenticeship is a gateway to further career opportunities, such as administration, management or senior support roles.
- Further progression may well be available in other areas within our sector, upon successful completion of the apprenticeship.
Ask a question
The contact for this apprenticeship is:
PEABODY TRUST
The reference code for this apprenticeship is VAC2000061579.
Apply now
Closes in 12 days (Tuesday 10 November 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.