Apprentice Customer Experience Advisor

plymouthcommunityhomes; Plymouth; On-site; GBP 12,000 - 15,000; Full time

Benefits offered by this job

Free onsite gym and changing rooms

Annual leave 25 days, rising to 30 + 8

Holiday trading scheme

Employee Assistance Programme

Free annual flu vaccination

Modern technology and digital working

Investment in learning and career dev"

Supportive and collaborative working环境

Dress-down Fridays

Job summary

Plymouth Community Homes is hiring an Apprentice Customer Experience Advisor to join the Customer Experience Team. This role offers hands-on experience while working towards a Customer Service apprenticeship, typically around 15 months.

You’ll learn to support residents across telephone and digital channels, respond to enquiries, and help customers access services. You'll develop communication, problem-solving and digital skills with mentoring from experienced colleagues.

Qualifications

• Be committed to completing the apprenticeship and developing your skills in a workplace and structured learning setting.
• Have GCSE Maths and English at Grade 4/C or above, or be willing to work towards these requirements.
• Be willing to take responsibility for your learning and apply new skills in the workplace.

Responsibilities

• Respond to customer enquiries by telephone, email, webchat, and other digital channels.
• Provide helpful information and support to residents with guidance from experienced colleagues.
• Record customer enquiries accurately and update systems.
• Raise service requests and refer customers to the right teams.
• Build knowledge of PCH’s services and how residents are supported.
• Develop communication, customer service, problem-solving, and digital skills.
• Work as part of a team and participate in training, coaching, and meetings.
• Apply apprenticeship learnings to day-to-day tasks.

Skills

Customer service orientation

Communication skills

Problem solving

Digital literacy

Teamwork

Initiative

Adaptability

Willingness to learn

Education

GCSE Maths and English (Grade 4/C or above)

Willing to work towards Customer Service Practitioner Level 2 Apprenticeship

Job description

Join our team as an Apprentice Customer Experience Advisor

About the role

We’re looking for an enthusiastic and customer-focused person to join our Customer Experience Team as an Apprentice Customer Experience Advisor.

This is a great opportunity to gain hands‑on experience while working towards a Customer Service apprenticeship. You’ll learn how to support our residents across telephone and digital channels, respond to a wide range of enquiries and help customers access the services and support they need.

You’ll be part of a supportive team where you’ll develop your communication, problem‑solving and digital skills, while gaining valuable experience of customer service within the social housing sector.

What you'll be doing

As part of the Customer Experience Team, you’ll learn how to:

• Respond to customer enquiries by telephone, email, webchat, and other digital channels.
• Provide helpful information and support to residents, with guidance from experienced colleagues.
• Record customer enquiries accurately and update our systems.
• Raise service requests and refer customers to the right teams when needed.
• Build your knowledge of PCH’s services and how we support our residents.
• Develop your communication, customer service, problem‑solving, and digital skills.
• Work as part of a supportive team and take part in training, coaching, and team meetings.
• Put the skills and knowledge from your apprenticeship into practice in your day‑to‑day role.

You’ll receive plenty of support along the way, helping you build your confidence and gain valuable experience while working towards your Customer Service apprenticeship

Our ideal candidate for this role is someone who:

• Has a genuine interest in customer service and enjoys helping people.
• Is friendly, approachable and able to communicate with a range of different people.
• Has good attention to detail and takes pride in getting things right.
• Is willing to learn, develop new skills and take on feedback.
• Can use their initiative and enjoys solving problems.
• Is comfortable working both independently and as part of a team.
• Is confident using, or willing to learn, different digital systems.
• Is committed to completing their Customer Service apprenticeship 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 your 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

This post is not suitable for job share.

Shortlisting Date: 30th November 2026
Group Activity Date: 7th December 2026
Interview Date: 14th 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