Customer Experience Advisor Apprentice
- Employer
- Yorkshire Housing
- Location
- Leeds, Bradford, Hull, Sheffield, Skipton, Wakefield, York (Home-Based with limited travel as required)
- Salary
- £4.35 per hour
- Closing date
- 1 Mar 2021
View more
- Function
- Community and Customer Services, Housing / neighbourhood management
- Seniority
- Assistant / coordinator
- Contract
- Permanent
- Hours
- Full Time
- Organisation Type
- Housing association / RP
Job Details
The Customer Experience Adviser Apprenticeship is a unique opportunity for someone looking to start their career in Customer Services. This will provide a fantastic opportunity for someone to make a real impact as the first point of contact for customer communications at Yorkshire Housing.
You will work towards the completion of a Level 2 Customer Services qualification and gain fantastic experience working within a customer centre environment aiming to deliver exceptional levels of service to a diverse customer base on a wide range of queries.
About Yorkshire Housing
We own and manage more than 18,000 homes and we’re developing thousands more. We’re ambitious and serious about making Yorkshire Housing first choice for our customers, helping everyone to live in a quality home they can afford.
We are looking for people who are curious, share our vision and passion and own their work to achieve impact by delivering results and creating trust with our customers. We also want you to have fun along the way.
In return, we will invest in you to help develop your career in a great environment. Yorkshire Housing is an established apprenticeship employer and has an expert team to support you to develop your technical skills, personal development and provide insight into wider business operations. This excellent opportunity could potentially lead onto full time employment.
Key Responsibilities
Joining the Customer Experience team as an apprentice, you will be involved in a wide range of customer service activities. You will continuously learn and develop your skills by:
- Being the first point of contact for customers dealing with a wide variety of queries
- Creating and updating customer records using the relevant system
- Booking and schedule appointments as required for customers including repairs and tenancy management visits
- Effectively signposting customers to the relevant internal or external agencies
- Take payment from residents for YH services including setting up direct debits
- Maximising YH rental income by providing a proactive collection service
- Keeping customers up to date with information relating to queries, this could include outbound calls, emails, web chat, portal and SMS.
- Dealing with customer complaints aiming for an immediate resolution
- Be expected to complete required assignments set for the Customer Service Level 2
What are we looking for?
- A minimum of 5 GCSEs at a grade 4 (C) or above including Maths and English
- Passion to work in a fast paced contact centre environment, work experience in a similar role is desirable
- Excellent written and verbal communication skills
- Ability to communicate effectively with customers via different channels including: phone, email and web chats.
- Ability to work on own initiative and prioritise own workload and meet deadlines
- High level of drive, conscientious and self-motivation
- Proficient in the use of ICT systems especially Microsoft packages
- Ability to work effectively in a team and as part of a wider team
- Able to demonstrate YH Values
Location: Please note this is a homeworking role. Training will be delivered online via Microsoft Teams or Zoom for times when face-to-face training cannot take place, especially due to COVID-19 pandemic. Travel across the Yorkshire region may be required on occasions to meet the requirements of the role.
How to Apply
Please follow the online application steps and submit a CV stating qualifications/predicted grades, working/volunteer experience and any personal info and answer the required questions in detail.
The applications will close midnight 3rd March 2021. Interviews will be held in mid- March 2021. Expected start date 5th April 2021.
For more information about our apprenticeships please visit the Yorkshire Housing website. If you have any further questions please contact recruitment@yorkshirehousing.co.uk
Yorkshire Housing is proactively working to implement its Equality and Diversity Policy. We positively welcome and support diversity in our workforce and welcome applications from all sections of the community.
Company
We are Yorkshire Housing by name and Yorkshire is our focus. We own and manage nearly 20,000 homes – and are developing thousands more.
Our vision is making it possible to have a place you're proud to call home.
You might think of Yorkshire Housing as ‘just’ a housing provider, but we’re so much more than that. We’re here to make a positive difference in people’s lives. So, as well as owning and managing nearly 20,000 homes (and counting) across Yorkshire, we also:
- Offer money and tenancy coaching
- Help older customers live at home independently
- Adapt homes to match the needs of our customers
- Carry out repairs and replace items before things go wrong
- Provide antisocial behaviour support
- Get involved with work in the community
OUR PRIORITIES
Our five priorities that will help us achieve our vision are:
Great Customer Experience
We’ll listen to customers and use what we know about them to shape our services. Oh, and we’ll provide extra support where it’s needed.
Homes and Places to be Proud of
We’ll create homes that people want to live in.
- Quality
- Safety
- Affordability
We’ll also be kind to the planet and aim to be one of the first UK housing associations to stop using gas heating and hot water systems.
Growth
We’ll deliver 8,000 new homes by 2030. They will be energy efficient, sustainable and affordable to live in. We’ll also refresh our Help to Buy and social and affordable rented options.
We’ll achieve these priorities by focusing on being:
Employer of Choice
We’ll lead the way and make a name for ourselves as an employer. We’ll give you the right support and tools to succeed, plus a package full of benefits.
Strong, Resilient and Innovative Business
We’ll invest in all the right things, from our ICT to our people. This will make us stronger, helping us to make a difference to our customers and be a business that people want to work for and with.
- Website
- http://www.yorkshirehousing.co.uk/
- Telephone
- 0113 825 6000
- Location
-
The Place
2 Central Place
Leeds
West Yorkshire
LS10 1FB
United Kingdom
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