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Apprentice Customer Contact Advisor (Customer Services)



Applications for this role are now closed.

28th May 2021

The Vacancy

Would you like to join a forward-thinking organisation that makes a real difference in people’s lives?

Would you like to gain qualifications and skills to help you move to the next stage of your career?

If so, joining Saffron’s Community as our 50th apprentice would be the perfect opportunity for you to train and develop as an Apprentice Customer Contact Advisor within our Customer Contact Team. You will provide an excellent first point of contact for all customers of Saffron and our stakeholders. You will diagnose repairs, raise maintenance work orders, recover rent arrears, assist with income collection, and provide technical administrative and clerical support to staff within Asset Management and Housing Management.

The Department

The Customer Contact Team is a busy hub that handles all incoming customer contacts over the telephone, email or tenant portal to ensure convenient, friendly and positive access to our services. The team consists of 10 Customer Contact Advisors who have extensive knowledge of all services that Saffron offer. Customer Contact Advisors ensure that tenants are given the best option to resolve their enquiries as quickly and conveniently as possible, whether this be about rent, repairs, defects, Anti Social Behaviour, tenancy sign-ups, supported housing, planned works, gas safety or any other relevant housing services that Saffron offers.

The Customer Contact Team works very closely with all other teams to maximise the number of queries we can answer at the first point of call and to ensure that customer feedback is learned from and the customer experience continues to improve.

Key responsibilities include:

  • To undertake and complete the Customer Service Practitioner Apprenticeship.
  • Work within the Customer Contact Team to learn on the job knowledge and to gain the appropriate skills to become a fully-fledged Customer Contact Advisor by:
    • Establishing the needs of the customer and where possible resolving enquiries at the first point of contact. The enquiries could include but are not limited to:
      • Responsive repairs, gas safety, improvements and major repairs
      • Housing, estate and tenancy management
      • Arrears, rent queries and payments
      • Resident and community involvement, including surveys

Please see the full list of responsibilities on the Role Profile.

Our ideal candidate will have:

  • A genuine interest of working in a busy customer services / contact centre environment.
  • Possess the following qualities:


  • Possess excellent communication and interpersonal skills.
  • Intuitive with IT and possess good IT skills to include Microsoft Word, Excel, Outlook and Teams.
  • Good level of general education including GCSE English Language and Mathematics at grade 5 / C or above, although a positive attitude and a willingness to work toward equivalent qualifications is equally important.

Apprenticeship Training Provider

The apprenticeship training provider will be City College, Norwich.

Closing Date

The closing date for this job offer is on 18/07/2021


£9,033.26 to £17,421.28 per annum


This job is located in Based from Long Stratton, Norwich / Agile Working, Norfolk

More Information and How to Apply

More Info Apply Now

About Saffron Housing

Established in 2004 and operating from a head office in Long Stratton, just a short drive South of Norwich on the A140, we manage over 6,000 homes throughout East Anglia. We p...

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