Role Summary To be the first point of contact with our customers, ensuring customer satisfaction in line with our service strategy, working as part of a team to provide a comprehensive customer experience. During your apprenticeship you w ill Dedicate at least 20% of your working hours to training or studying by attend training sessions, workshops, and meetings to gain essential knowledge in the field. Participate in off and on-the-job training to apply your learning in real-world scenarios, enhancing your practical skills and understanding. Complete assignments, assessments, and coursework to fulfil the programmes requirements. Engage in 1:1 sessions and performance reviews, providing valuable insights for personal growth and skill development. Receive mentoring and support from experienced professionals, offering guidance to help you succeed. Have opportunities for career development within the company, exploring potential growth and advancement. Complete a final end point assessment to demonstrate your knowledge, skills, and competence at the end of your apprenticeship. If you have not yet achieved a Level 2 in Functional Skills in math’s and English (or equivalent, such as GCSEs at grades A-C/9-4), you will also be required to complete these qualifications during your apprenticeship Role Specific Responsibilities Ensure effective customer contact is achieved within set timescales, and in line with policy and procedure, using all communication platforms, including taking telephone calls and responding to e-mails/webchats. Respond to online customers general/ repairs enquiries and provide standard written responses in line with guidance. Taking customer repairs calls, diagnosing issues & booking repairs appointments. To maintain accurate and timely record keeping. Participate in training, following identification of needs through a training needs analysis. Take an active role in the implementation of new customer service initiatives. Participate in projects and working groups at the request of the Customer Services Manager. Assist the Customer Services Manager in the implementation of policies and processes aligned with a good customer experience, with a view to improving performance by listening to and acting on customer feedback. Assist with the creation and review of processes for the customer services team and ensure processes are adhered to. Ensure full business continuity is achieved by providing cover for the operation where necessary, this may include working in any of our offices from time to time. Apply professional curiosity to help identify if residents' have circumstances which may make them potentially vulnerability and if they have additional support needs; signpost to internal and/ or external support services. Promote resident engagement opportunities and capture resident feedback to support our resident engagement objectives, with a view to continuous improvement. Effectively liaise with other departments/staff/outside agencies as appropriate. Provide day to day facilities cover as needed Education & Qualifications GCSE or equivalent education Key Skills & Competencies Office administration experience Customer service experience Microsoft Office experience Knowledge of housing policy and procedure, including diversity, equality and inclusion, and an understanding of housing associations Behaviours Calm, confident, and approachable manner Excellent communication skills, face to face, in writing and via telephone Ability to think and act quickly in a pressurised environment. Proven ability to negotiate outcomes and solve problems. Experience of using own initiative to implement and improve work systems. Ability to prepare and interpret numerical data and to explain to others. Proven ability to plan and manage own workload. Ability to work well as part of a team. Desire to provide excellent customer service. Resilience when dealing with difficult situations Eligibility Criteria To be eligible for apprenticeship funding you must meet the following eligibility criteria: You must have been a resident in the UK, or EEA, Switzerland, or Gibraltar if you are an EEA national with pre-settled status in the EUSS, for at least the previous three years (you will be asked to provide evidence of this) You must not hold a qualification at the same level or higher in the same subject You will need to be 18 or older at the start of the apprenticeship If you are unsure whether you meet the eligibility criteria please contact recruitment@tch.org.uk and one of the team will be happy to discuss your application with you.