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Apprentice Customer Contact Advisor (Customer Services)



16th May 2024

Would you like to join an organisation that makes a positive difference to people’s lives?

If so, joining Saffron’s Community would be the perfect opportunity for you to train and develop as an Apprentice Customer Contact Advisor and become part of a team of over 200 employees who are committed to providing quality homes and services to the people of Norfolk and Suffolk

As an Apprentice Customer Contact Advisor, you will undertake training to gain a Customer Service Practitioner Apprenticeship Level 2 whilst obtaining valuable on the job skills and experience to kick start your career.

You will work with Saffron’s Customer Contact team to provide an excellent first point of contact for all customers of Saffron (both internal and external) and stakeholders. Diagnosing repairs, raising maintenance work orders, recovery of rent arrears, income collection, and providing technical administrative and clerical support to staff within Asset Management and Housing Management.

About the Department
The Customer Contact Team is a dedicated service for our tenants and other customers. The Customer Contact Agents are the front door for the business to help our tenants and customers’. We are an inbound call centre for phone calls as well as digital media including emails, webchat, portal and online website forms. Our inbound communications could include reporting a repair, making a payment, or to tell us about something that is happening in their communal area. 

The Customer Contact team works collaboratively with other service areas to manage all enquires that come into the business. 

About the Training
Training will be via City College Norwich. Training and assessments are delivered in the workplace and in college.

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:
    • Friendly
    • Polite
    • Empathetic
    • Professional
    • Positive
    • Enthusiastic
    • Energetic
  • Possess excellent communication and interpersonal skills.
  • Well organised and methodical with excellent attention to detail.
  • Able to work as part of a team and also able to work independently.
  • Intuitive with IT and possess good IT skills to include Microsoft Word, Excel, Outlook and Teams.
  • Good level of general education including GCSE English and Mathematics at grade 2 / E or above, Level 1 Functional Skills in English and Mathematics. Although a positive attitude and a willingness to work toward equivalent qualifications is equally important.

Closing Date

The closing date for this job offer is on 02/06/2024


Age 16 – 20 £16,590.95 per annum, Age 21+ £22,069.92 per annum


This job is located in Long Stratton, Norwich, Norfolk

More Information and How to Apply

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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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