Apprentice Customer Service Officer, Repairs

Our service is primarily based in Epsom, with additional homes in Guildford and Crawley. We are a busy and friendly team who provide strong customer satisfaction in everything we do. It is a rewarding environment where teamwork and making a positive difference for our residents are at the heart of what we do.

Salary: £30,712 a year Hours: Monday- Friday Shifts to be confirmed, 40 hours per week Start date: Saturday 12 September 2026 Duration: 1 year 3 months Positions available: 1

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

Responsibilities

• To schedule jobs for Operatives to ensure that a suitably qualified Operative is scheduled to every repair or inspection
• To undertake such follow up work as required by procedure or instruction to ensure a satisfactory conclusion to the appointment
• Be dedicated to ensuring that the organisations customers receive an excellent standard of service

Requirements

• Communication skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Logical
• Patience
• Other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Benefits

• Training course: Customer service specialist (level 3)

• Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

• What you'll learn

• Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice

• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches

• Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements

• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes

• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy

• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps

• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction

• Providing a positive customer experience: Use a cost conscious mind-set when meeting customer and the business needs

• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer

• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format

• Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it

• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service

• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome

• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps

• Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions

• Service Improvement: Make recommendations based on your findings to enable improvement

• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

• Your earnings can increase over time with an apprenticeship.