Kent Housing Group
Complaints and Feedback Apprentice
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Employer: Town and Country Housing
Close date: Tuesday 18/08/2026
Our Vacancy
We are looking for a Customer Feedback and Information Apprentice to join our Customer Experience Team. This is an exciting opportunity to gain hands-on experience while completing a structured apprenticeship programme, developing valuable skills in complaint handling, investigation, customer communication, and service improvement. Working closely with the Customer Feedback and Information Officer and wider team, you will help ensure customer feedback and complaints are managed effectively, fairly, and in line with regulatory requirements. This role is ideal for someone who is passionate about delivering excellent customer service, enjoys working with people, and wants to contribute to creating positive outcomes for residents while supporting a culture that is respectful, empathetic, and inclusive.
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What You’ll Do
As a Customer Feedback and Information Apprentice, you will support the day-to-day administration and coordination of customer complaints and feedback, helping to ensure every customer receives a professional, empathetic, and resolution-focused service. You will assist with monitoring complaint cases, maintaining accurate records, checking correspondence, and communicating with customers by phone and email. Working alongside experienced colleagues, you will develop your ability to investigate complaints, analyse customer feedback, identify service improvement opportunities, and understand the regulatory requirements that shape complaints handling. You will also support reporting activities, contribute to audits and quality assurance processes, and work collaboratively with teams across the organisation to ensure residents’ voices are heard and used to improve services. Through practical experience, training, and coaching, you will build the skills, confidence, and knowledge needed for a successful career in customer experience and service delivery.
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