Awaab's Law Case Lead Apprentice

Peabody; London Borough of Lambeth; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Mentor support

Flexible benefits scheme

Family friendly benefits

Up to 10% matched pension contribution

Job summary

Peabody is offering an Apprentice Awaab's Law Lead position in London. You will support residents facing serious repair issues, coordinating cases within the central Repairs Team and ensuring timely, empathetic responses while gaining a Level 3 Customer Service Specialist Apprenticeship.

The role runs 35 hours per week, Monday to Friday, with hybrid options after training, and a dedicated mentor supporting your development throughout a 12‑month apprenticeship plus end‑point assessment.

Qualifications

• Passion for delivering excellent customer service
• Strong communication and interpersonal skills
• Organised and able to manage multiple priorities
• Resilient and adaptable in a fast‑paced environment
• Able to maintain accurate case records and use data for decisions

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
• Keep residents informed with clear, compassionate communications
• Monitor case progress and maintain accurate records

Skills

Strong communication

Interpersonal skills

Time management

Organisational skills

Problem solving

Empathy

Microsoft Office proficiency

Data analysis

Education

Level 3 Customer Service Specialist Apprenticeship

Tools

Microsoft Office

Job description

The following content displays a map of the jobs location - London

Vacancy Reference peabodygroup/TP/39827/1501

Number of Positions:

4

Contract Type:

Apprentice Full Time

Monday to Friday | 35 Hours Per Week | 9AM to 5PM | Hybrid Options after training

Working Hours:

35

Location:

London

Closing Date:

10/11/2026

Vacancy Category:

Social Housing

Service Area:

Operations Central

Directorate:

Operations

Our Vacancy

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.

About the Apprenticeship

Alongside your day‑to‑day role, you'll complete theLevel 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

• Apermanent rolewith a clear progression pathway
• Support from ourLearning & Development teamand adedicated mentor
• Flexible benefits scheme, including family friendly benefits and access to a retail discounts portal.
• Up to 10% matched pension contribution

Before applying, check if you meet theapprenticeship funding requirements:

• You’ve lived in theUK, EEA, Switzerland, or Gibraltarfor the last3 years(you’ll need to show proof).
• Youdon’talready 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 on20th November

Final interviews will take placevia 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.