Apprentice Customer Service Practitioner SAFFRON HOUSING TRUST LIMITED

You will act as a first point of contact for customers and stakeholders. You will learn how to diagnose repairs, raise work orders, recover rent arrears, collect income, and provide administrative support to staff within Asset Management/ Housing Management. You will also attend college to complete the Customer Service Practitioner apprenticeship.,

• To undertake and complete the Customer Service Practitioner Apprenticeship.


• Work within the Customer Contact team to learn on the job knowledge and to gain the appropriate skills to become a fully-fledged Customer Contact Advisor by:


• Establishing the needs of the customer and, where possible, resolving enquiries at the first point of contact. The enquiries could include but are not limited to:


• Responsive repairs, gas safety, improvements and major repairs.


• Housing, estate and tenancy management.


• Arrears, rent queries and payments.


• Resident and community involvement, including surveys.


• You will take personal responsibility for all enquiries ensuring that they are dealt with accurately and in a timely manner, and that customers are kept regularly informed of progress.


• You will ensure that all ICT systems and call handling technology is used to resolve enquiries at first point of contact.
  
  Level 1 Functional Skills in English.


• Level 1 Functional Skills in maths.


Apprentices will also work towards and take the test for Level 2 English and Maths prior to taking the End Point Assessment.

For the End Point Assessment (EPA) apprentices will undertake a showcase (including an interview), a practical observation, and a professional discussion.

Upon successful completion of this apprenticeship, apprentices will be able to join the Institute of Customer Service as an individual member at professional level., Communication skills, IT skills, Attention to detail, Organisation skills, Team working, Interest in customer service, Excellent interpersonal skills, Able to work independently, Friendly and polite, Empathetic and professional, Positive and enthusiastic, Energetic, GCSE or equivalent English and Maths (Grade 2/ E or L1 Functional Skills) Desired, This role involves working on the telephone where you may encounter customers who are dissatisfied with the service they are receiving. Level 1 Functional Skills in English & Maths or GCSE Grade 2/E is preferable. If a potential apprentice does not currently meet these requirements, they will need to attend additional Functional Skills English and Maths sessions alongside their apprenticeship. Sessions may be held on a different day. Applicants who are currently undertaking or sitting GCSEs should include their predicted grades on their application. If successful for this position, you will be offered a conditional place on the apprenticeship, subject to you meeting the entry requirements listed above. You will receive 23 days holiday plus additional 3½ days to be taken at a time specified by Saffron. This is on a pro-rata basis for employees who join during the holiday year which runs from 1st January to 31st December. Saffron offers an excellent

benefits package to all employees which includes Pension, Private Healthcare, Employee Assistance Programme and shopping discounts. We have a free car parking on-site but we are accessible via public transport (Purple Line (38) from Norwich City Centre)., Saffron Housing Trust is a housing association based in Long Stratton, South Norfolk with over 6,700 homes in Norfolk, Suffolk and across East Anglia. With 200+ employees who are committed to providing quality homes and services to their tenants, offering affordable homes for those in housing need and specialist homes for older and vulnerable adults. Saffron wants to be known for Inspiring Community, Inspiring Trust and being an Inspiring Organisation. At the heart of their strategy is working side by side with their tenants and communities to improve homes and services.

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

• training


• qualifications, like an NVQ in a relevant field


• industry or sector experience