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Customer Experience Advisor Apprentice
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Customer Experience Advisor Apprentice
Muir Group Housing Association
Cheshire (CH2 3AL)
Closes in 11 days (Tuesday 6 October 2026 at 11:59pm)
Posted on 24 September 2026
Summary
Are you looking to start your career in housing and want to make a difference to people and communities? Do you have the drive to make a difference every day to deliver an excellent customer experience to support our resident and communities.
Wage
£18,200 a year
Training course
Housing and property management assistant (level 2)
Hours
Monday - Friday 9.00am - 5.00pm.
35 hours a week
Start date
Wednesday 21 October 2026
Duration
1 year 6 months
Positions available
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Deliver high levels of personal productivity and quality interactions with our customers
- Support first contact resolution of queries including diagnosing and scheduling repairs
- Support with rent, ASB, lettings and home ownership queries
- Take a proactive approach to our customer experience
- Work with colleagues to ensure we do what we say we’ll do to minimise customer effort
- Record every contact, capturing quality customer information, including profiling, data in line with guidelines such as GDPR and PCI compliance
- Promote safeguarding, making referrals where appropriate
- Be available and flexible to work in our office during our opening hours
- Provide support to colleagues as required
- Support the Customer Experience Coach and Customer Experience Manager with the implementation of Customer Experience plans and projects
Where you'll work
80 Lightfoot Street
Hoole
Chester
Cheshire
CH2 3AL
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
THE LEARNING FOUNDRY LIMITED
Training course
Housing and property management assistant (level 2)
What you'll learn
- Course contents
- Customer Service: Be able to apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders.
- Respond to vulnerability: Uses appropriate levels of skill and judgment to understand the needs of vulnerable individuals and groups (including those with complex needs) and respond accordingly.
- Communication: Demonstrate effective and appropriate communication skills to enable timely identification and resolution of issues. Be able to signpost customers who need additional support to other colleagues, partner agencies.
- Administration: Be able to apply a range of administrative skills in order to support a range of housing and property related services.
- Information collection and sharing: Understand and be able to use a variety of methods to collect and present information such as resident, neighbourhood and property data in an effective manner. Information and data must be collected, recorded and presented accurately.
- Team work: Work with internal colleagues and external partners to achieve individual, team and business targets. Work with colleagues to identify solutions to problems, appreciate the importance of team working and where they fit within the team.
- Time management: Organise and plan work in a flexible manner to ensure tasks are prioritised and completed within agreed timescales.
- Tools and equipment: Effective use of IT equipment and software, including housing and property management software. The appropriate use of housing and property related work equipment.
- Decision making: Effective decision making in order to ensure work tasks are completed in line with instruction and on time.
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Training schedule
- You will work towards Housing & Property Management Assistant Apprenticeship standard
- You will also gain CIH Level 2 Certificate in Housing Practice
- You will work towards functional skills, maths and English (if needed)
Requirements
Essential qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- 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
- Initiative
- Non judgemental
- Patience
Other requirements
We are looking for a flexible, dedicated and highly motivated individual, who would welcome the opportunity to have a direct impact on improving our communities. You will be customer-focused, innovative in your approach and be able to help us implement initiatives to promote tenancy sustainability and deliver excellent customer service in a challenging environment. You’ll be able to assist colleagues to deliver an excellent customer-focused service that is accessible, visible and results in high levels of customer satisfaction. Provide efficient and effective administrative support to the neighbourhood team. Be a positive ambassador who Lives Our Values Everyday through effective partnership, working with our customers, colleagues and communities, to help us achieve our ambitions. Champion for our customers, providing an excellent customer experience as the first point of contact, taking ownership of queries and doing what matters most for our customers. Help customers access our services in line with our Customer Commitment Support first contact resolution of queries, including diagnosing and scheduling repairs and with rent, ASB, lettings and homeownership queries. Help provide an accessible, value for money customer experience to meet the diverse needs of our customers, in line with our policies. You’ll spend your apprenticeship working in our Customer Experience Team as a Customer Experience Advisor, helping customers on the phone and with queries via multiple channels (WhatsApp, email, Facebook, webchat). Our Values:
- Caring: We care about people and achieving results
- Responsive: We put our customers first, giving great service and doing what matters most to them
- Passionate: We take pride in what we do and always strive to do better
- Inclusive: We work together and value each other
- Dynamic: We have a positive, solution-oriented attitude
- Honest: We have high ethical values, standards and strong governance
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About this employer
Established in 1968, we've been working with people to maximise their quality of life ever since. We own and manage more than 5,500 homes in England and Wales, providing a range of affordable housing solutions including general let properties, shared ownership (Homes by Muir), independent living (Muir Living) and supported housing. We also deliver services to help maintain homes and provide tenancy support for customers. With offices in Chester, Burnley and Huntingdon, we enjoy the support of 140 colleagues, as well as our own in-house maintenance provider, Muir Property Solutions (MPS).
https://www.muir.org.uk
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab). This is a fantastic opportunity to enter the housing sector.
Ask a question
The contact for this apprenticeship is:
THE LEARNING FOUNDRY LIMITED
Tammy Timmins
tammy.timmins@thelearningfoundry.co.uk
07966 970 289
The reference code for this apprenticeship is VAC2000055290.
Apply now
Closes in 11 days (Tuesday 6 October 2026 at 11:59pm)
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