Apprentice Customer Service Officer

Stockport Homes Group; Stockport; On-site; GBP 18,000 - 22,000; Full time

Job summary

A leading housing organization in Stockport offers an exciting Apprenticeship opportunity for an Apprentice Customer Service Officer. This role provides practical experience while pursuing a Chartered Institute of Housing (CIH) qualification. Responsibilities include assisting customers with inquiries related to housing services and using technology to enhance service delivery. A strong work ethic and customer-focused attitude are essential. Join a team dedicated to transforming lives within the community.

Benefits

Earn while you learn

Structured support and training

Competitive apprentice salary

Qualifications

• A strong work ethic and enthusiasm for learning.
• Ability to build positive relationships with individuals from a diverse background.
• A proactive and positive 'can do' attitude.

Responsibilities

• Providing clear information to customers on housing-related issues.
• Building rapport with customers to ensure a positive experience.
• Using technology effectively to help customers access services.

Skills

Excellent verbal and written communication skills

Strong IT skills

Customer-focused attitude

Strong organizational skills

Ability to build positive relationships

Education

Minimum of four GCSEs at Grade 4/C or above

Job description

Full Time: 35 hours per week
Contract length: 24 months

Are you ready to kick-start a career in Social Housing? Do you have a passion for learning and a determination to succeed? Do you want to be part of a team that strives to exceed customer expectations across a wide range of enquiries as the first point of contact for all aspects of housing services? If so, there is an exciting Apprenticeship opportunity for you within Skylight, part of Stockport Homes Group (SHG).

Join our dynamic team as an Apprentice Customer Service Officer, where you will gain practical experience and develop valuable skills, whilst working towards a Chartered Institute of Housing (CIH) qualification. Successful candidates will be expected to travel to their assigned college, training provider or workplace as required.

Stockport Homes Group is a great place to work. We pride ourselves on building strong collaborative relationships locally, regionally and nationally. We are passionate about not only providing housing and building new homes in Stockport but helping to transform the lives of our customers. We aim to provide comfortable and affordable homes and engage customers and communities. We are proud to be an award-winning organisation dedicated to transforming the lives and communities of our customers and as a public-private sector fusion, SHG is focused on future growth and excellence - looking for the best people to join the Group to be on this exciting journey. The SHG "Be You" approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG's Values. We\'re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.

Why Join Us?

• SHG was recognised as the No1 Housing Organisation to work for in 2024
• SHG was recognised by Best Companies for our contribution to "giving something back"
• Earn while you learn and gain real project experience
• Gain a recognised qualification and valuable skills in a vital industry
• Receive structured support, training and mentoring from experienced professionals
• Work on projects that make a difference in your local community
• Enjoy a competitive apprentice salary and excellent employee benefits

What Will You Be Doing?

• Providing clear and accessible information to customers on a wide range of housing-related issues, including rehousing, tenancy and estate management, and repairs.
• Building rapport with customers and manage conversations effectively to ensure a positive experience.
• Actively listening to customers to accurately diagnose issues and identify appropriate solutions.
• Communicating complex information in a simple and understandable way.
• Developing and maintaining a strong knowledge base of available services to support customer enquiries.
• Using technology effectively to help customers access services and information independently.
• Maintaining a positive and professional attitude in a busy and often challenging environment.
• Contributing ideas for service improvement, learn from mistakes, and embrace change as part of continuous development.
• Managing call flow efficiently and support other phone teams within Stockport Homes during periods of high call volume.
• Responding to customer enquiries with patience and understanding, always maintaining confidentiality and professionalism.
• Developing a basic but sound understanding of relevant legislation, policies, and procedures to support accurate advice and guidance.
• Performing general administrative tasks, including data entry into computerised systems and conducting customer feedback surveys.
• A strong work ethic and enthusiasm for learning.
• Ability to build positive relationships with individuals from a diverse background.
• Excellent verbal and written communication skills.
• Strong IT skills and the ability to use communication tools effectively.
• A customer-focused attitude and the ability to work well in a team.
• Strong organisational skills, allowing you to manage your time effectively and meet deadlines reliably.
• An approach to tasks with a proactive and positive "can do" attitude, showing enthusiasm and a willingness to learn.

Applicants must have a minimum of four GCSEs or equivalent at Grade 4/C or above, including Maths and English. Please note: For apprentices aged 19 and over at the start of their apprenticeship, English and Maths qualifications are no longer a mandatory requirement in England. However, a basic assessment will still be required to ensure suitability for the course. Applicants must not already hold the same or a higher level of qualification in the same subject area.

Assessment Day: Shortlisted candidates will be invited to attend an assessment day to further evaluate their skills and suitability for the apprenticeship on Thursday 16th October 2025.

College or Training Provider: All our apprentices are enrolled with colleges or recommended training providers who have been approved by our Learning and Development Team.

Your Training Plan: You will receive both on-the-job and off-the-job training over the course of your Apprenticeship, following a detailed induction and training plan. Upon successful completion, you will achieve a recognised qualification.

Application Support: The Employment Team at Stockport Homes Group would like to help you with the application and interview process. They can assist you with crafting your CV, making your application and preparation for interview. Should you be successful in securing an interview, they can also refer you to Working Wardrobe or SmartWorks for additional coaching and to provide you with smart interview attire. They can be contacted via the online application form. Please note that applications will only be accepted via the online application form and any previous applicants need not apply.

Welcome to Stockport Homes Group (SHG), an umbrella organisation for four, socially responsible interdependent companies within the housing sector. We are Stockport\'s largest landlord, managing over 12,000 properties on behalf of Stockport Council and Private Landlords, as well as our own growing portfolio of new build homes. As builders, landlords, architects and developers we believe in collective responsibility for more affordable housing. All our profit is reinvested within the group to maximise opportunities for those who most need our help. SHG includes Stockport Homes, Three Sixty, Skylight, and Viaduct Housing Partnership, each with its own role in delivering services and social impact.