Customer Experience Apprentice in Appleby

Overview

You will support the delivery of excellent customer‑focused services across the Customer Experience Team.

Be the first point of contact for customers across multiple communication channels, including phone, email, webchat and social media, while developing the skills needed to support housing, tenancy, lettings and administrative functions.

Employer

At Ongo Homes, we offer quality, affordable homes for rent and sale in North Lincolnshire and neighbouring areas.

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.
• Training Outcome

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.

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Numerical skills
• Analytical skills
• Logical thinking
• Team working
• Creative thinking
• Initiative
• Non judgemental attitude
• Patience

Qualifications

• Essential – GCSE Maths and English – C/4 or above
• Course Information
• Course: Housing and property management assistant (level 2)
• Level: 2
• Route: Sales, marketing and procurement
• Apprenticeship Level: Intermediate
• Working Arrangements
• Working Week: Monday to Friday 9am to 5pm
• Expected Duration: 1 Year
• Training Provider: TOTAL TRAINING PROVISION LIMITED
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