Job Description

Full Time: 35 hours per week
Contract length: 24 months
Are you ready to kick-start a career in Social Housing?
Do you have a passion for learning and a determination to succeed?
Do you want to be part of a team that strives to exceed customer expectations across a wide range of enquiries as the first point of contact for all aspects of housing services?
If so, there is an exciting Apprenticeship opportunity for you within Skylight, part of Stockport Homes Group (SHG).
Join our dynamic team as an Apprentice Customer Service Officer, where you will gain practical experience and develop valuable skills, whilst working towards a Chartered Institute of Housing (CIH) qualification.
Successful candidates will be expected to travel to their assigned college, training provider or workplace as required.
Stockport Homes Group is a great place to work. We pride ourselves on building strong collaborative relationships locally, regionally and nationally. We are passionate about not only providing housing and building new homes in Stockport but helping to transform the lives of our customers. We aim to provide comfortable and affordable homes and engage customers and communities.
We are proud to be an award-winning organisation dedicated to transforming the lives and communities of our customers and as a public-private sector fusion, SHG is focused on future growth and excellence - looking for the best people to join the Group to be on this exciting journey.
The SHG "Be You" approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG's Values. We're always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.
Why Join Us?

• SHG was recognised as the No1 Housing Organisation to work for in 2024
• SHG was recognised by Best Companies for our contribution to "giving something back"
• Earn while you learn and gain real project experience
• Gain a recognised qualification and valuable skills in a vital industry
• Receive structured support, training and mentoring from experienced professionals
• Work on projects that make a difference in your local community
• Enjoy a competitive apprentice salary and excellent employee benefits

What Will You Be Doing?

• Providing clear and accessible information to customers on a wide range of housing-related issues, including rehousing, tenancy and estate management, and repairs.
• Building rapport with customers and manage conversations effectively to ensure a positive experience.
• Actively listening to customers to accurately diagnose issues and identify appropriate solutions.
• Communicating complex information in a simple and understandable way.
• Developing and maintaining a strong knowledge base of available services to support customer enquiries.
• Using technology effectively to help customers access services and information independently.
• Maintaining a positive and professional attitude in a busy and often challenging environment.
• Contributing ideas for service improvement, learn from mistakes, and embrace change as part of continuous development.
• Managing call flow efficiently and support other phone teams within Stockport Homes during periods of high call volume.
• Responding to customer enquiries with patience and understanding, always maintaining confidentiality and professionalism.
• Developing a basic but sound understanding of relevant legislation, policies, and procedures to support accurate advice and guidance.
• Performing general administrative tasks, including data entry into computerised systems and conducting customer feedback surveys.

What We're Looking For:

• A strong work ethic and enthusiasm for learning.
• Ability to build positive relationships with individuals from a diverse background.
• Excellent verbal and written communication skills.
• Strong IT skills and the ability to use communication tools effectively.
• A customer-focused attitude and the ability to work well in a team.
• Strong organisational skills, allowing you to manage your time effectively and meet deadlines reliably.
• An approach tasks with a proactive and positive 'can do' attitude, showing enthusiasm and a willingness to learn.

Applicants must have a minimum of four GCSEs or equivalent at Grade 4/C or above, including Maths and English.
Please note: For apprentices aged 19 and over at the start of their apprenticeship, English and Maths qualifications are no longer a mandatory requirement in England. However, a basic assessment will still be required to ensure suitability for the course.
Applicants must not already hold the same or a higher level of qualification in the same subject area.
Assessment Day
Shortlisted candidates will be invited to attend an assessment day to further evaluate their skills and suitability for the apprenticeship on Thursday 16th October 2025.
College or Training Provider
All our apprentices are enrolled with colleges or recommended training providers who have been approved by our Learning and Development Team.
Your Training Plan
You will receive both on-the-job and off-the-job training over the course of your Apprenticeship, following a detailed induction and training plan. Upon successful completion, you will achieve a recognised qualification.
Application Support
The Employment Team at Stockport Homes Group would like to help you with the application and interview process. They can assist you with crafting your CV, making your application and preparation for interview. Should you be successful in securing an interview, they can also refer you to Working Wardrobe or SmartWorks for additional coaching and to provide you with smart interview attire.
They can be contacted via
Please note that applications will only be accepted via the online application form and any previous applicants need not apply.
Welcome to Stockport Homes Group (SHG), an umbrella organisation for four, socially responsible interdependent companies within the housing sector. What makes us unique is our vision: one where entrepreneurship and commercialisation go hand in hand with social impact.
We are Stockport's largest landlord, managing over 12,000 properties on behalf of Stockport Council and Private Landlords, as well as our own growing portfolio of new build homes.
As builders, landlords, architects and developers we believe in collective responsibility for more affordable housing. Equally, through a commitment to a range of wrap around services we look for ways to improve people's lives: from advice and support on health and wellbeing, to employment, educational opportunities and help in the home.
All our profit is reinvested within the group to maximise opportunities for those who most need our help.
Companies within SHG:
Stockport Homes - Stockport Homes was formed in 2005, to manage housing stock across Stockport on behalf of Stockport Council. As a limited company, we operate as an ALMO which is an 'Arm's length management organisation', so whilst the company is owned by the Council, we operate independently on day-to-day matters and in delivering services to our customers. We are committed to providing quality homes across Stockport and listening to the voice of our customers to continually improve our services.
Three Sixty - Three Sixty delivers innovative, high-quality construction, maintenance and facilities management services across Stockport, Greater Manchester and Cheshire. We are trades people who operate with a friendly, community-led approach. We get the balance right between excellent customer service and service delivery. We take pride in giving back to our local communities and each year we Gift Aid our profits to SKylight to support the work they do to help Stockport and the borough thrive.
Skylight - SKylight is a Charitable Community Benefit Society, established in 2018, dedicated to transforming lives in Stockport. We work closely with local communities to support people into employment, alleviate poverty and enhance digital skills. Our services help individuals live independently while fostering strong community networks, particularly for those facing disadvantages. We are proud to contribute to making Stockport a great place to live and work.
Viaduct Housing Partnership - Formed in 2017, Viaduct is a development partnership between Stockport Homes Group and Stockport Council, focusing on building more affordable homes in Stockport.
SHG is proud to be an award-winning organisation dedicated to transforming the lives and communities of our customers and as a public-private sector fusion, SHG is focused on future growth and excellence - looking for the best people to join the Group to be on this exciting journey.

Skills Required