Customer Resolutions Apprentice
Watford Community Housing
Salary: £23,500 - £26,650 - 37 hours per week
The Vacancy
As an apprentice, you will have 20% of your working hours - the equivalent of one day per week - dedicated to offthejob learning and study time. During this time, you will work towards achieving a relevant Level 3 apprenticeship qualification, supported by both your training provider and your manager. This structured development time is designed to help you grow your skills, confidence, and knowledge while gaining handson experience in your role.
Introduction to the role
At Watford Community Housing, we provide vital services that help people to live better lives. We're looking for a Customer Resolutions Apprentice to join our Customers & Communities team and learn how to deliver excellent customer service, support residents with their queries, and help us respond effectively to feedback and complaints.
This is a fantastic opportunity to start your career in customer services and housing, whilst gaining handson experience and working towards a recognised qualification.
Role purpose
To support the Customer Resolutions team in delivering highquality communication and customer service by helping to log feedback, respond to queries, and assist in resolving complaints efficiently and professionally.
What's the role?
Key Accountabilities:
* Provide friendly, professional customer service to residents across phone, email and text.
* Support with logging, tracking and monitoring feedback and complaints using our systems.
* Help communicate updates to customers about repairs, service issues, and resolution timescales.
* Assist with gathering customer satisfaction information and preparing basic reports.
* Promote and explain our online tenancy services to residents.
* Work with colleagues to help arrange repairs and ensure customers are kept informed.
* Provide general administrative support to the Operations Directorate.
What are we looking for?
Essential:
* A genuine interest in customer service and helping people.
* Any previous customer-facing experience (paid, voluntary, or through education) is beneficial.
* Basic understanding of good customer service.
* Good communication skills, both written and verbal.
* Ability to stay calm and professional when dealing with queries.
* Willingness to learn how to handle complaints and challenging situations.
* Good organisational skills and attention to detail.
* Confident using computers, with basic skills in Word and Excel.
* A positive attitude and willingness to be part of a team.
* GCSEs (or equivalent) in English and Maths OR willingness to work towards them.
Desirable:
* Interest in housing, customer care, or social impact.
* Awareness of repairs, maintenance, or housing services.
Who you'll work with
* Responsible to: Customer Resolutions Team Leader
* Department: Customers and Communities
Our values
* Professional - We are honest, open and respectful. People trust us to keep our promises.
* Forward-thinking - We have a can-do attitude and embrace opportunities to improve and innovate.
* Collaborative - We work together as one team and build lasting partnerships to get results.
What can we offer you?
* 28 days' annual leave (pro rata)
* Employer pension contribution of up to 11%
* Development opportunities
* Comprehensive employee rewards scheme
How we work
We embrace agile working - blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.
How to apply
If this sounds like your next role, click 'apply now', tell us why you've got what it takes, and attach a copy of your current CV.
Closing date: 19th April 2026
Interviews: to be confirmed
(Please note we reserve the right to close the vacancy early if we receive a large response.)