Job Description

Customer Service Apprentice

Full Time Salary

21,840 (12.00 Per Hour Real Living Wage)

Employment Type

Full time

Hours Per Week

35

Region

Greater Manchester

Location

S4B, 15 Brunswick Street, Manchester, M13 9SU

Contract Type

Fixed Term Contract

Contract Duration

Up to 2 Years

Job Type

Customer Services

Closing Date

17/07/2025

Ref No

2498

What you can expect from us

We offer a competitive salary of 21,840 32 days annual leave plus bank holidays. Opportunity to further increase annual leave with service or through the holiday purchase scheme. Immediate entry to our Pension scheme (matched contributions up to 10%). A great flexible working environment, with a range of family friendly policies. Simply Health cash plan with financial benefits and the option to extend to your family.
Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
Paid leave for absence including sickness, maternity, paternity, and adoption leave. Access of up to 150 annually through the 'Learning for life' scheme. Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme. Develop your career with support and access to training and qualifications.

About the role

We are looking for a Customer Service Apprentice to join our busy Customer Services Team to support in providing a range of support to our housing tenants and customers.



This is an onsite role based at our SB4 office in Manchester.



You'll be assisting to provide a professional high quality multi-channel customer contact experience to all internal/external customers. You will handle a full range of housing enquiries and where possible offer first time resolution.



Our Customer Service Apprentice handles inbound telephone calls, e-mails, and social media requests from existing customers and also people who are looking for a home via Manchester Move. Your role will be to help people with a wide variety of enquiries associated with their tenancy from helping customers with managing their payments, offering ASB advice or processing complaints.



You will understand the issues and opportunities within our neighbourhoods and support the development of Neighbourhood Plans. Assist in the delivery of neighbourhood/leasehold management actions. Support the maintenance and improvement of the appearance of our neighbourhoods including enforcement actions where appropriate.

Requirement

Residency

: You must be a UK citizen or have the right to work in the UK. You also need to have been living in the UK or EEA for the past three years.

Right to Work

: You need to have the legal right to work in the UK, which can be demonstrated through citizenship or relevant immigration documentation.



The successful candidate will be enrolled onto a

Level 3 Customer Services Specialist Apprenticeship

which is 18 months course.

Skills experience and knowledge

Essential:

Support the team to deliver an excellent customer experience via phone, email, social media communication. Strong empathy in dealing with customer and complaints. Good attention to detail and active listening skills. Resilient and able to handle competing priorities. Ability to work both independently and as part of a team in order to achieve collective goals. Commitment to being accountable for own knowledge, skills and personal development.

Qualification

Essential:

A minimum of three GCSEs at grade 4 or above including English Language and mathematics.





At Onward Homes, we are proud to work in partnership with Manchester City Council to support the local community through the creation of meaningful employment opportunities.



Our shared commitment is to empower individuals across Greater Manchester by fostering inclusive access to jobs, skills development, and long-term career growth. Whether through direct employment, apprenticeships, or collaborative programmes, we are dedicated to building a workforce that reflects the diversity and talent of the communities we serve.



We welcome applications from all backgrounds and are committed to ensuring a fair, respectful, and supportive recruitment process for everyone.



If candidates have any questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on

HumanResourcesTeam@onward.co.uk

and a member of the HR Team will be in touch.



Please note that we reserve the right to close the vacancy early prior to the closing date.



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