Apprentice Customer Service Advisor (VAC1000254164)

Posted 3 weeks ago

Brief Overview of the Role

The Customer Service Advisor is a key role within the business, acting as the first point of contact for our customers, covering a range of queries, dealing with sensitive issues, and treating each customer with respect. An excellent opportunity has arisen for an apprentice to work for EMH group in the Customer Services Centre.

Duties to Include

  • Handle all multi-media queries, and resolve them promptly in a helpful, respectful and courteous manner. Providing a tailored service for our diverse customer base
  • Interpret repair queries and respond within set guidelines including instructions to contractors
  • Tenant arrears – sending standard letters as generated by Orchard in accordance with income management policy
  • Providing advice, including welfare benefits, updating our records, liaising with relevant officers and making appropriate agreements to repay
  • Deal with lettings queries as appropriate for the LA region
  • To keep accurate records of involvement and action taken and to ensure that all records, computerised and manual are kept up to date
  • To contribute positively to the CSC team to ensure effective operation of the CSC, which also includes the customer
  • To communicate/liaise with other departments, offices and external bodies to ensure the efficient, professional and effective provision of services
  • Promptly refer calls that cannot be dealt with to the appropriate member of staff
  • Maintain regular and effective liaison with group-based staff
  • To undertake administrative duties as requested. Examples would include, word processing, data input, post, photocopying

The training you will be getting

  • Customer Service Level 2
  • Functional Skills if required
  • Blended on/off-the-job training and location to be confirmed

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Number skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience

Desired Qualifications

  • GCSE or equivalent English (Grade 4) desirable
  • GCSE or equivalent Maths (Grade 4) desirable

Working Hours

Monday to Friday 08:00-18:00

Future Prospects

Possible progression to Level 3 to the successful candidate.

About the Company:

About us emh group is one of the largest providers of affordable homes and support services in the East Midlands. We pride ourselves in providing high quality homes and services that contribute to sustainable communities. Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer. Our values Our values are important to us and we’re looking for people who can help live our values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence. Company Benefits Our generous package includes: • Competitive salary • Contributory pension scheme • Health cash plan – BHSF • 39 days’ annual leave (including statutory days), increasing with length of service (pro-rata for part time) • Flexible working • A wide range of training and development opportunities (we are an Investors in People accredited organisation) “We reserve the right depending on application numbers to close or extend the closing dates for positions, we would therefore recommend an early application”

Job Features

Job CategoryCustomer Service
Job IndustryBusiness
Salary/Rate:£20,821 per annum
Contract Length:12 Months
Start Date:Jul 2024
Job Reference:VAC1000254164
Apprenticeship Standard:Level 2
Training Provider:PTP Training Limited

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