Awaab's Law Case Lead Apprentice

Peabody; Greater London; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

30 days’ annual holiday + bank accents

Mentor program

Flexible benefits scheme

Up to 10% matched pension

Job summary

Peabody is offering an Apprenticeship Lead position focused on Awaab’s Law, within our Repairs team. You’ll coordinate cases, learn case management, and support residents through timely resolutions while training in a Level 3 Customer Service Specialist Apprenticeship.

The program lasts 12 months with mentoring and structured learning, culminating in an end-point assessment and a formal qualification.

Qualifications

• Passion for delivering excellent customer service.
• Strong communication and interpersonal skills.
• Excellent organisation and time management.
• Resilient and adaptable in a fast-paced environment.
• Willingness to learn about housing services and relevant legislation.

Responsibilities

• Act as a key point of contact for residents with complex repair issues.
• Support investigation, monitoring and resolution of Awaab’s Law cases.
• Collaborate with repairs teams, contractors and stakeholders to progress cases.
• Maintain clear, compassionate and timely communication with residents.

Skills

Customer service

Communication

Organisation

Empathy

Education

GCSE English & Maths

Tools

Microsoft Office

Job description

Start your career with purpose

At Peabody, we’re committed to providing safe, high-quality homes and services for our residents. As an

Start your career with purpose

At Peabody, we’re committed to providing safe, high-quality homes and services for our residents. As an Apprentice Awaab’s Law Lead, you’ll play a vital role in supporting residents facing serious repair issues, helping to ensure concerns are managed quickly, effectively and with empathy.

This is a fantastic opportunity to gain hands-on experience within housing and property services while completing a Level 3 Customer Service Specialist Apprenticeship. You’ll earn while you learn, receiving structured training, mentoring and support from experienced colleagues as you build the skills, knowledge and confidence for a successful career.

What You’ll Be Doing

Working within our centralised Repairs Team, you’ll help coordinate and manage cases related to Awaab’s Law, ensuring residents receive outstanding support and that issues are resolved within required timescales.

In This Role, You’ll

• Act as a key point of contact for residents experiencing complex repair issues.
• Support the investigation, monitoring and resolution of Awaab’s Law cases.
• Work closely with repairs teams, contractors and other stakeholders to progress cases and achieve positive outcomes.
• Keep residents informed through clear, compassionate and timely communication.
• Monitor case progress, maintain accurate records and provide regular updates.
• Review repair histories and contribute ideas to improve services and resident experiences.
• Support the management of complaints, escalations and priority cases.
• Develop an understanding of housing legislation, compliance requirements and customer service best practice.
• Build valuable skills in case management, stakeholder engagement, problem-solving and customer care.

If that sounds like you, this could be the perfect opportunity to start your career with full support and training.

About The Apprenticeship

Alongside your day-to-day role, you’ll complete the Level 3 Customer Service Specialist Apprenticeship, giving you the opportunity to gain a nationally recognised qualification while developing the skills, confidence and experience needed to succeed as Case Lead. The apprenticeship lasts 12 months, followed by a 3-month end-point assessment period. It combines practical, on-the-job experience with structured learning, helping you apply your knowledge directly to your role.

What We’re Looking For

• A passion for delivering excellent customer service and making a positive difference to residents’ lives.
• Strong communication and interpersonal skills, with the ability to build positive relationships with a range of stakeholders.
• Excellent organisation and time management skills, with the ability to manage multiple priorities and meet deadlines.
• A resilient and adaptable approach, with the confidence to work in a fast-paced environment.
• Strong problem-solving skills and the ability to handle sensitive situations with empathy and professionalism.
• Good attention to detail and the ability to maintain accurate records and case information.
• Confidence using Microsoft Office applications and the ability to learn new systems quickly.
• An interest in analysing information and using data to support decision-making and service improvements.
• A willingness to learn about housing services, compliance requirements and relevant legislation.
• A positive, collaborative attitude with a commitment to continuous learning and development.

What We Offer

• A permanent role with a clear progression pathway
• Support from our Learning & Development team and a dedicated mentor
• 30 days’ annual holiday plus bank holidays
• Flexible benefits scheme, including family friendly benefits and access to a retail discounts portal.
• Up to 10% matched pension contribution

Are You Eligible?

Before applying, check if you meet the apprenticeship funding requirements:

• You’ve lived in the UK, EEA, Switzerland, or Gibraltar for the last 3 years (you’ll need to show proof).
• You don’t already have a qualification at the same level or higher in this subject.
• You’ll be 18 or older when the apprenticeship starts.

Interview & Assessment Dates

We’re committed to a fair, inclusive, and transparent recruitment process and if you meet the eligibility and essential shortlist criteria, you’ll be invited to take part in an Assessment Centre on 20th November.

Final interviews will take place via Teams between 24th – 26th November.

If you need to ask us anything else at all, feel free to drop an email to [e-mail].

Please note: Peabody is not a licensed UK Sponsor so will be unable to provide Visa sponsorship.