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Customer Experience Apprentice
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Housing and Property Management Assistant (Level 2) Apprenticeship
You will support the delivery of excellent customer-focused services across the Customer Experience Team. Be first point of contact for customers across multiple communication channels, including phone, email, webchat, and social media, while also developing the skills needed to support housing, tenancy, lettings, and administrative functions.
Key Responsibilities
- Deliver excellent customer service across telephone, email, webchat, social media, and face-to-face channels, resolving enquiries at the first point of contact wherever possible and ensuring customers receive accurate advice and support.
- Support customers with a wide range of housing enquiries including repairs, rent, lettings, tenancy management, anti-social behaviour, and general housing services, following policies, procedures, and service standards.
- Provide administrative support across the Customer Hub, including arranging appointments, processing service requests, maintaining records, and supporting neighbourhood, lettings, and tenancy teams.
- Assist with property lettings and tenancy administration activities, including advertising properties, applicant checks, mutual exchanges, tenancy changes, garage lettings, and preparing cases for officer review.
- Accurately maintain customer records, case notes, and service requests across CRM and housing management systems, ensuring compliance with data quality standards and performance requirements.
- Support triage officers with tenancy, lettings, and anti-social behaviour enquiries, helping to gather information, assess customer needs, and ensure enquiries are directed or resolved appropriately under supervision.
- Respond to customer dissatisfaction positively and professionally, supporting early resolution, complaint prevention, accurate recording, and continuous service improvement.
- Process customer payments, support repairs appointments, handle correspondence, and undertake a variety of administrative tasks that contribute to efficient service delivery.
- Build positive relationships with customers, colleagues, contractors, and partner agencies, communicating clearly, and keeping customers informed throughout their journey with Ongo.
- Develop knowledge of housing services, tenancy law, lettings processes, safeguarding, complaints handling, and regulatory requirements through on-the-job learning and apprenticeship training.
- Manage workload effectively, prioritising competing demands, meeting agreed timescales, and contributing to individual, team, and organisational performance objectives.
- Be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
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Apprenticeship Details
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training 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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Requirements
- GCSE in: Maths and English (grade C / 4 or above)
- 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, Creative, Initiative, Non-judgemental, Patience
About Ongo Homes
At Ongo Homes, we offer quality, affordable homes for rent and sale in North Lincolnshire and neighboring areas.
Your earnings can increase over time with an apprenticeship. Find out about potential future pay.
The apprenticeship will also provide exposure to triage and complaints support, helping you develop an understanding of how more complex customer enquiries, tenancy-related matters, anti-social behaviour reports, lettings queries, tenancy changes, and customer dissatisfaction are managed in line with policies, procedures, and service standards.
Contact Information
The contact for this apprenticeship is: TOTAL TRAINING PROVISION LIMITED
The reference code for this apprenticeship is: VAC2000043192
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