Apprentice Customer Care Advisor

plymouthcommunityhomes; Plymouth; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Gym on site

Annual leave 25–30 days

Employee Assistance Programme

Flu vaccination

Career development

Dress-down Fridays

Good transport links

Job summary

Plymouth Community Homes is offering an Apprenticeship Customer Care Advisor role in Plymouth. You will support the Complaints Team, log and maintain records, and communicate with residents by phone and email while developing your skills in customer service and problem solving.

The programme lasts around 15 months and includes a Customer Service Practitioner Level 2 Apprenticeship. GCSE Maths and English at grade 4/C or above are required, with a commitment to learning and development in the

Qualifications

• Be committed to completing the apprenticeship programme and developing skills through workplace and learning.
• GCSE Maths and English at grade 4/C or above, or willingness to work towards English/Maths requirements as part of the apprenticeship.
• No previous customer service experience required; attitude and willingness to learn are key.

Responsibilities

• Support the Complaints Team to provide a positive, customer‑focused service.
• Log, update and maintain complaint records accurately.
• Speak with residents by phone and email, keeping them updated and listened to.
• Assist investigations by gathering information from teams across Plymouth Community Homes.

Skills

Customer service

Active listening

Communication

Problem solving

Teamwork

Attention to detail

Willing to learn

Education

GCSE Maths & English (4/C or above)

Customer Service Practitioner Level 2 Apprenticeship

Job description

Join our team as an Apprentice Customer Care Advisor

About the role

This is a great opportunity to start your career in customer service while gaining hands‑on experience within our Complaints Team. You’ll learn how to support residents, investigate, and resolve complaints, communicate with customers and colleagues, and help make sure concerns are handled fairly and effectively.

Alongside your day‑to‑day role, you’ll work towards a relevant apprenticeship qualification, developing valuable skills in customer service, communication and problem‑solving while gaining an understanding of the housing sector.

What you'll be doing

• Supporting our Complaints Team to provide a positive and customer‑focused service.
• Helping to log, update and maintain complaint records.
• Speaking with residents by phone and email, keeping them updated and making sure they feel listened to.
• Supporting complaint investigations by gathering information from teams across PCH.
• Helping to prepare complaint responses and other customer communications.
• Building your understanding of housing services and complaint handling.
• Learning from customer feedback and helping us identify ways to improve our services.
• Working with colleagues across PCH to help resolve issues and achieve positive outcomes for residents.
• Completing your apprenticeship learning alongside your role, developing your customer service, communication and problem‑solving skills.

Our ideal candidate for this role is someone who:

• Enjoys helping people and is interested in providing great customer service.
• Is a good listener and can communicate confidently with different people.
• Is organised, with good attention to detail.
• Enjoys solving problems and finding positive solutions.
• Is comfortable working both independently and as part of a team.
• Has a positive attitude and is willing to learn and develop.
• Can handle sensitive information appropriately and understands the importance of confidentiality.
• Is interested in learning more about complaints, customer care and the housing sector.
• Is committed to completing their apprenticeship qualification alongside the role.

Apprenticeship Entry Requirements and Duration of Apprenticeship:

The apprenticeship will typically take around 15 months to complete and will involve completing a Customer Service Practitioner Level 2 Apprenticeship alongside your day‑to‑day work.

Applicants should:

• Be committed to completing the apprenticeship programme and developing their skills through both workplace and structured learning.
• Have GCSE Maths and English at Grade 4/C or above, or equivalent, or be willing to work towards the required English and Maths requirements as part of the apprenticeship, where applicable.
• Be willing to take responsibility for their learning and put new skills into practice within the workplace.

No previous customer service experience is required. We’re looking for someone with the right attitude, enthusiasm, and willingness to learn

Why choose Plymouth Community Homes?

This is more than just an apprenticeship. It's an opportunity to start your career with an organisation that invests heavily in its people, technology and communities.

Plymouth Community Homes is the city's largest social housing association, owning and managing over 16,000 homes and providing services to more than 35,000 people across Plymouth.

As a purpose‑driven organisation, we're committed to investing in technology, innovation and digital transformation to deliver excellent services to our customers, making this a fantastic environment to begin your career in Cyber Security.

What we can offer you:

• Free, fully equipped onsite gym and changing facilities
• Annual leave of 25 days, rising to 30 days, plus Bank Holidays
• Holiday trading scheme
• Free Employee Assistance Programme, including counselling support
• Free annual flu vaccination
• Modern technology and digital working tools
• Significant investment in learning, training and career development
• A supportive and collaborative working environment
• Dress-down Fridays, charity events, quizzes and social activities
• Modern offices close to public transport links and local amenities
• The opportunity to live and work in one of the South West's most vibrant and beautiful locations

Shortlisting Date: 30th November 2026
Group Activity Date: 7th December 2026
Interview Date: 11th December 2026

If you are currently an apprentice, please ensure that you inform the Learning & Development team that you intend to apply for this position.

We are a committed Equal Opportunities employer and welcome applications from talented people from all backgrounds and communities.

Living and Working in Plymouth