Apprentice Customer Service Officer, Repairs (Epsom)

To schedule jobs for Operatives to ensure that a suitably qualified Operative is scheduled to every repair or inspection. To undertake such follow up work as required on behalf of the Operative by procedure or instruction to ensure a satisfactory conclusion to the appointment. Be dedicated to ensuring that the organisations customers receive an excellent standard of service.

Who are we? We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager: I have been part of the Repairs Team since 2002, supporting the delivery of responsive repairs across our properties. Our service is primarily based in Epsom, with additional homes in Guildford and Crawley. We are a busy and friendly team who take real pride in the level of service we provide and the strong customer satisfaction we achieve. Although the role can be fast paced and demanding at times, it is also a rewarding environment where teamwork and making a positive difference for our residents are at the heart of what we do.

Role Specific Responsibilities:

• Dedicate at least 20% of your working hours to training or studying by attending training sessions, workshops, and meetings to gain essential knowledge in the field.
• Participate in off and on-the-job training to apply your learning in real‑world scenarios, enhancing your practical skills and understanding.
• Complete assignments, assessments, and coursework to fulfil the programme's requirements.
• Engage in 1:1 sessions and performance reviews, providing valuable insights for personal growth and skill development.
• Receive mentoring and support from experienced professionals, offering guidance to help you succeed.
• Have opportunities for career development within the company, exploring potential growth and advancement.
• Complete a final end point assessment to demonstrate your knowledge, skills, and competence at the end of your apprenticeship.
• If you have not yet achieved a Level 2 in Functional Skills in maths and English (or equivalent, such as GCSEs at grades A‑C/9‑4), you will also be required to complete these qualifications during your apprenticeship.
• Use available technology and diagnostic tools to correctly identify correct Schedule of Rates codes.
• Apply clear concise descriptions of the work required to issued instructions.
• Register work orders within the time bands appropriate to the type and urgency of the work required.
• Operate the text messaging system for appointment reminders and customer satisfaction surveys.
• Make outbound calls to residents to discuss and resolve repairs issues and to elevate these to the relevant Supervisor/Surveyor as required.
• Receive and resolve all calls from Operatives and Contractors including variation requests, no access reports, follow on appointments.
• Report back to the Chargehand any issues where specialist materials are required.
• Undertake ad‑hoc administration tasks as and when required.
• Undertake data entry tasks as required.
• Manage and review respective inboxes for job registrations via email and resident portal.
• Interrogate daily excel spreadsheet of ‘Healthy Homes’ and register work orders accordingly.
• Work diligently towards achieving service KPI’s including First Time Fix and Appointments Made and Kept.
• Maintain accurate and clearly described notes on the CRM system.
• Provide a detailed service to customer queries, complaints, complex queries and requests as required.
• Carry out the duties of the post with an understanding for and commitment to customer care.
• Keep the customer informed at all times in the event of rearranged appointments.
• Liaise closely with the Senior Customer Services Officer and produce reports as and when required.

General:

• Adhere to the equal opportunities policy and actively promote equality of opportunity wherever possible.
• Recognise, respect and promote the different roles and diversity of the individuals within the business.
• Actively contribute towards key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process.
• Attend training on data protection regularly.
• Be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• Take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.
• Attend and participate in training and other meetings and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the business.

Education & Qualifications:

• GCSE standard or equivalent education.
• Competent user of Microsoft Office packages (Outlook, Word, and Excel).
• Experience of document management and diary co‑ordination.
• Knowledge of the housing sector would be an advantage.
• Experience of delivering advice and complex information often in challenging situations.
• Ability to manage expectations and act as a gatekeeper.
• Knowledge of risk management/assessment frameworks.

Eligibility Criteria:

• 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).
• Must not hold a qualification at the same level or higher in the same subject.
• Will need to be 18 or older at the start of the apprenticeship.
• Excellent verbal and written communication skills.
• Strong interpersonal, influencing and negotiation skills.
• Good numerical and analytical skills.
• Proven ability to organise and prioritise work, meet deadlines, work under pressure and handle a number of tasks simultaneously and accurately.
• Proactive approach to solving problems.
• Able to work as an effective team member with minimum supervision.
• Ability to multitask and anticipate assignments while maintaining meticulous attention to detail.
• Demonstrates resilience in pressured and stressful situations.
• Ability to deal with sensitive information, maintaining discretion and confidentiality.
• Ability to create an environment of trust, fairness and openness.
• Able to work with a high degree of autonomy and flexibility.
• Committed to continuing personal and professional development.

Why Choose Us:

• Contributory pension scheme 4% to 10% matched contributions.
• Free onsite car parking.
• Life assurance of 4x annual salary (Terms and Conditions apply).
• 30 days annual leave in addition to bank holidays.
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions).
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses.
• Enhanced maternity, paternity, and shared parental leave provision.
• Access to an extensive range of corporate discounts on shopping, travel & days out.
• Travel loan.

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH. We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.