Summary
To support the Home Ownership Team in providing a customer focused service to leaseholders, freeholders and shared owners.
Wage
£22,222.20 a year
Training course
Customer service practitioner (level 2)
Hours
Monday - Friday, 09:00 - 17:00. 1 hour unpaid lunch.
35 hours a week
Start date
Sunday 1 June 2025
Duration
1 year 6 months
Positions available
2
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
An excellent opportunity has arisen for an apprentice to work for emh in the Home Ownership Team, based in our Coalville office. This varied and exciting role will enable you to develop a wide range of skills and experience in a crucial area of the business. The work will include delivering front line customer services effectively over all our multi media channels. These include telephone, e-mail, web, text phone and SMS.
Principal Duties and Responsibilities:
1- Functional responsibilities
* Provide services to emh homeowners.
* Respond to general queries from homeowners in respect of their lease.
* To support the Homeownership officers by carrying out administrative functions as required.
* Maintain accurate records including on the housing management system (MRI) workflows and email and correspondence.
* Liaise with Finance Officers in the preparation of annual service charge budgets, estimated and audited accounts.
* Systems are kept up to date and queries distributed where necessary.
* Ensure incoming post/emails/workflows are distributed quickly and responded to in a timely manner.
* Present information clearly, through a variety of methods.
2 - Customer Service and Team working
* Deliver excellent customer service.
* To undertake specific projects, specialist tasks, involvement in working groups as required.
* Understand customer circumstances, using profiling information so that we can tailor services to best meet individual needs.
* Ensure you are accessible to customers and that their enquiries are dealt with efficiently and effectively.
* Resolve customers’ expressions of dissatisfaction or complaints at first point of contact, where this is not possible, assist in complaint resolution.
* Provide support to team members and other colleagues as necessary.
* Proactively and flexibly work as a member of the wider team, supporting others and responding positively to customer and business needs.
General Responsibilities
* Work effectively with other team members to meet deadlines and provide excellent customer service.
* Maintain strong links and working relationships with internal customers.
* Promote and lead by example on equality, diversity and inclusion.
* Contribute to improving and implementing new/revised processes.
* Ensure adherence to data security and protection policies and processes.
Special Instructions:
* To uphold the vision and values of the emh group and emh homes.
* To take individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered.
* To ensure a safe working environment in accordance with Health and Safety Regulations.
* To attend fire drills and staff meetings.
* To attend training events as required.
* To maintain an awareness of current instructions circulated by staff meetings, departmental and head office bulletins, circular letters or by verbal or written information given by your Responsible Officer.
* To respect the confidential nature of personal information.
* To recognise and promote emh group’s Equality and Diversity Strategy.
Full training will be provided in all areas to meet with the apprenticeship programme.
Where you’ll work
Memorial House
Whitwick Business Park
Coalville
Leicestershire
LE67 4JP
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
College or training organisation
P.T.P. TRAINING LIMITED
Your training course
Customer service practitioner (level 2)
Equal to GCSE
Course contents
* Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
* Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
* Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
* Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
* Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
* Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
* Demonstrate patience and calmness.
* Show you understand the customer’s point of view.
* Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
* Maintain informative communication during service recovery.
Your training plan
This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
Desirable qualifications
GCSE in:
* English (grade 4 and above)
* Math's (grade 4 and 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
* Administrative skills
* Team working
* Initiative
* Non judgemental
* Patience
Other requirements
Essential Skills the employer will be looking for: •Able to listen, question, show empathy and relate well to people. •Well organised, able to prioritise and manage competing priorities. •Flexible, embraces change and open to new ways of working and ideas. •Able to role model the values of the business including in relation to equality, diversity and inclusion. •Committed to own development and learning. •Good IT skills and competent with Microsoft Office applications. •Good verbal and written communication skills, including the ability to pass on information accurately and concisely. •Strong customer care skills demonstrating high levels of ownership and accountability. •Demonstrate the ability to problem solve and reach solutions whilst maintaining a good customer experience.