At a Glance
- Tasks: Support customer complaints and feedback administration, ensuring a professional and empathetic service.
- Company: Join Town & Country Housing, a values-driven organisation focused on kindness and diversity.
- Benefits: Enjoy a competitive salary, generous leave, pension scheme, and health support.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Gain hands-on experience in customer service while making a real difference for residents.
- Qualifications: Must be 18+, UK resident, and not hold a qualification at the same level in the same subject.
The predicted salary is between 40000 - 44659 £ per year.
As a Customer Feedback and Information Apprentice, you will support the day-to-day administration and coordination of customer complaints and feedback, helping to ensure every customer receives a professional, empathetic and resolution-focused service. You will assist with monitoring complaint cases, maintaining accurate records, checking correspondence, and communicating with customers by phone and email. Working alongside experienced colleagues, you will develop your ability to investigate complaints, analyse customer feedback, identify service improvement opportunities and understand the regulatory requirements that shape complaints handling. You will also support reporting activities, contribute to audits and quality assurance processes, and work collaboratively with teams across the organisation to ensure residents’ voices are heard and used to improve services. Through practical experience, training and coaching, you will build the skills, confidence and knowledge needed for a successful career in customer experience and service delivery.
When you join Town & Country Housing, you’re joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included and empowered.
What we offer:
- Salary of £24,479
- Contributory pension scheme up to 10% matched contributions
- Life assurance of 4x annual salary (Terms and Conditions apply)
- 30 days annual leave in addition to bank holidays
- Two volunteer days per year
- 24/7 digital GP service and counselling helpline (including face-to-face sessions)
- Free annual eye test voucher and contribution towards glasses
- Enhanced maternity, paternity, and shared parental leave provision
- Flexible benefits scheme, including family friendly benefits and access to a discount portal
- Annual flu vaccinations
You must have the right to work in the UK; we are unable to provide a visa sponsorship. We reserve the right to close this advert early if we receive a high volume of suitable applications.
Eligibility Criteria:
- You must have been a resident in the UK, or EEA, Switzerland, or Gibraltar if you are an EEA national with pre-settled status in the EUSS, for at least the previous three years (you will be asked to provide evidence of this)
- You must not hold a qualification at the same level or higher in the same subject
- You will need to be 18 or older at the start of the apprenticeship
As a Disability Confident Committed employer, we are committed to ensuring our recruitment process is accessible to everyone. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. We will make reasonable adjustments where required throughout the recruitment process. Applicants who require reasonable adjustments to the application process, assessment methods, interview arrangements or other recruitment activities are encouraged to let us know of how we can offer support to enable them to participate fully.
If you have any questions about this role, please email the Talent Team on talent@tch.org.uk
Complaints and Feedback Apprentice employer: Town & Country Housing
Town & Country Housing is an excellent employer that values its employees by providing a supportive work culture and opportunities for professional growth. With a focus on delivering high-quality maintenance services, the company fosters a collaborative environment where skilled tradespeople can thrive while making a meaningful impact in the community. Additionally, employees benefit from a full van and fuel card, ensuring they have the tools needed to succeed in their roles.
