Overview
To provide an administrative service to the Area Works Coordinators and wider regional operational team to support resource management and query handling for maintenance and repairs. We are looking to recruit apprentices to join our team.
About the apprenticeship
Key responsibilities will include:
- Work under supervision to provide support to customers and colleagues and assist with queries and complaints
- Work under supervision to plan engineers’ diaries
- Complete all allocated tasks in accordance with the team’s agreed policies, procedures, standards, and timescales
- Comply with agreed processes and systems to record information and data to enable accurate and timely reporting for business planning and performance management
- Maintain records and systems and ensure the safe and timely disposal of information when required, following local guidelines and GDPR
Key training responsibilities will include:
- Listen to and adhere to the support and guidance provided by your mentor, manager, or the management team
- Review and complete apprentice milestones on time, updating records to evidence progress
- Comply fully with the Apprentice Contract Agreement
- Complete the Customer Service Practitioner Level 2 Apprenticeship
Key training outcomes will include:
- High quality customer service in a corporate environment
- Subcontractor ordering and works are processed effectively
- Customer satisfaction KPIs are met
- High quality documentation which is accurate and delivered in a timely manner
- Knowledge of Guinness systems with understanding of how to process data and record correctly and securely in accordance with GDPR
You are also required to undertake any other duties within your capabilities as may be reasonably required.
Apprenticeship qualification and training
Level 2 Customer Service Practitioner apprenticeship standard, which includes:
- Level 1/2 Functional Skills in maths and English (if required)
- End-Point Assessment (EPA)
About the employer
We describe ourselves as a customer service organisation because it’s our customers that we’re here for.
That means the people we provide homes to today – our tenants and leaseholders – and the people we provide care and support services to today. It also means our future customers.
We operate in 155 local authority areas across England. Most of our homes are homes for rent at prices significantly lower than those charged in the private market. And on tenancy terms which offer far greater security. We also provide affordable home ownership options and homes that people can purchase outright on the open market, recognising that the shortage of housing in this country affects those seeking to buy a home too.
This range of housing meets a range of needs, and any profit we make on homes for outright sale helps us invest in and build more affordable homes.
Some of what we do is specifically for older people. This includes providing housing for older people, as well as care at home services for those who prefer to stay in their own homes. As the population ages, these homes and services are in increasing demand.
The range of housing and services we provide means our customer base is increasingly diverse. We must provide services in a way that responds to this – and we must provide the right homes and services – recognising that expectations are changing all the time, and the ways in which technology enables us to respond in 2023 are likely to be very different.
The work that housing associations do is important, and there is an extraordinary demand for our homes and services. We want to do as much as possible to meet that demand, and to be here for as many people as possible.
Guinness provides homes and housing services to around 65,000 households and delivers over 8,000 hours of care every week.
We’re here to improve people’s lives – and create possibilities for them. We do this by providing as many high-quality new homes as possible and by providing great housing and care services. This vision has been a guiding force since we were founded over 130 years ago and drives us to be the best we can be.
We’re a customer service business – and our focus is on making sure every customer has a great experience, every time they contact us or access a service. Our social purpose means that any surplus we make is re-invested in new and existing homes, improving services and for the benefit of our customers and communities.
Employer
Guinness Homes Ltd
Address
Whittington RoadBarrow Hill
S43 2PW View Map