Customer Experience Apprentice

Customer Experience Apprentice  

Job Summary         

As a Customer Experience Apprentice, you will support the delivery of excellent customer-focused services across the Customer Experience Team. The role will give you experience of being a 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.

You will assist customers with a range of enquiries relating to repairs, rent, tenancy management, lettings, general advice and customer support. You will develop the ability  to actively listen, communicate effectively, use systems accurately,  and identify solutions to customer enquiries and ensure customers receive a positive and professional experience.

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.

Through a combination of workplace learning and formal apprenticeship training, you will develop valuable skills in customer service, communication, problem-solving, digital systems and social housing, building a strong foundation for a career within Ongo and the housing sector.

Main 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.

Skills, Competence, Experience Required

• Excellent customer service skills with a genuine commitment to delivering a positive customer experience.
• Strong verbal and written communication skills, with the ability to communicate clearly and confidently with customers, colleagues and partner agencies.
• Ability to listen actively, demonstrate empathy and adapt communication style to meet the needs of a diverse range of customers .
• Good organisational skills with the ability to manage competing priorities, work accurately and meet agreed timescales.
• Ability to use Microsoft Office applications and learn a range of customer service, CRM and housing management systems.
• Strong attention to detail with the ability to maintain accurate records and data in line with service standards and organisational requirements.
• Problem-solving skills with the ability to identify solutions, make informed decisions and seek support when required.
• Resilient and adaptable, with the ability to remain professional when dealing with challenging situations, difficult conversations andchanging priorities.
• Ability to work independently and collaboratively as part of a team, building positive relationships across the Customer Experience service.
• Willingness to learn about social housing, tenancy services, lettings, complaints handling, safeguarding and customer service best practice.
• Commitment to completing the apprenticeship programme including off the job learning andapplying learning in the workplace.
• GCSE Grade 4/C or above (or equivalent) in English and Maths, or willingness achieve the required qualifications as part of the apprenticeship programme
• Desirable
• Previous experience in a customer service, administration, retail, hospitality, contact centre or housing related environment.
• Awareness of social housing services and an understanding of the challenges faced by tenants and customers.
• Experience using digital systems, databases or customer management software.
• Experience of handling customer enquiries, resolving issues or supporting service improvement activities.

Lone Working

The position does not require lone work.

Health & Safety

• All colleagues – To be aware of risks to personal safety, other employees, customers, company property, and company reputation and to highlight such risks to managers immediately.

Environment and Sustainability

• To ensure the environment and sustainability policies are understood by the post holder.
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans.

Risk Management

• All colleagues - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.

Equality & Diversity

• To promote equality and diversity amongst our stakeholders, residents, customers, clients, colleagues, board, and committee members and all those we work with.
• To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To treat everyone with dignity and respect at all times.

Position in Organisation

• The position will report to Customer Hub Manager as their first line of management.
• The contact Head of Customer Experience will have overall responsibility for the team.
• You will work as part of a team of advisors and within the hub.

Notice Period

One calendar months’ notice