Complaints & Feedback Apprentice

Town and Country Housing; Royal Tunbridge Wells; On-site; GBP 22,000 - 27,000; Part time

Benefits offered by this job

Pension up to 10% matched

Life assurance 4x salary

30 days annual leave

24/7 digital GP and counselling

Eye test voucher

Enhanced parental leave

Flexible benefits scheme

Job summary

Town and Country Housing is seeking a Customer Feedback and Information Apprentice to join the Customer Experience Team. You will gain hands-on experience while completing a structured apprenticeship, focusing on complaint handling, investigation, customer communication, and service improvement.

You will work with experienced colleagues to ensure customers receive a professional, empathetic service and to support continuous improvements in resident experience.

Qualifications

• Experience or interest in delivering high-quality customer service.
• Ability to communicate clearly with customers by phone and email.
• Willingness to learn complaint handling and investigation processes.

Responsibilities

• Support day-to-day administration and coordination of customer complaints and feedback.
• Help monitor cases, maintain records, and communicate with customers.
• Assist with investigations and contribute to service improvements and reports.

Skills

Customer service

Communication

Problem solving

Job description

We are looking for a Customer Feedback and Information Apprentice to join our Customer Experience Team. This is an exciting opportunity to gain hands-on experience while completing a structured apprenticeship programme, developing valuable skills in complaint handling, investigation, customer communication and service improvement. Working closely with the Customer Feedback and Information Officer and wider team, you will help ensure customer feedback and complaints are managed effectively, fairly and in line with regulatory requirements. This role is ideal for someone who is passionate about delivering excellent customer service, enjoys working with people and wants to contribute to creating positive outcomes for residents while supporting a culture that is respectful, empathetic and inclusive.

What you'll do

As a Customer Feedback and Information Apprentice, you will support the day-to-day administration and coordination of customer complaints and feedback, helping to ensure every customer receives a professional, empathetic and resolution-focused service. You will assist with monitoring complaint cases, maintaining accurate records, checking correspondence, and communicating with customers by phone and email. Working alongside experienced colleagues, you will develop your ability to investigate complaints, analyse customer feedback, identify service improvement opportunities and understand the regulatory requirements that shape complaints handling. You will also support reporting activities, contribute to audits and quality assurance processes, and work collaboratively with teams across the organisation to ensure residents' voices are heard and used to improve services. Through practical experience, training and coaching, you will build the skills, confidence and knowledge needed for a successful career in customer experience and service delivery.

When you join Town and Country Housing, you're joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included and empowered.

What we offer

• Salary of £24,479
• Business Administration Apprentice
• Contributory pension scheme up to 10% matched contributions
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• 24/7 digital GP service and counselling helpline (including face-to-face sessions)
• Free annual eye test voucher and contribution towards glasses
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible benefits scheme, including family friendly benefits and access to a discount portal

You must have the right to work in the UK; we are unable to provide a visa sponsorship.

Eligibility Criteria:

To be eligible for apprenticeship funding you must meet the following eligibility criteria:

• You must have been a resident in the UK, or EEA, Switzerland, or Gibraltar if you are an EEA national with pre-settled status in the EUSS, for at least the previous three years (you will be asked to provide evidence of this)
• You must not hold a qualification at the same level or higher in the same subject
• You will need to be 18 or older at the start of the apprenticeship

As a Disability Confident Committed employer, we are committed to ensuring our recruitment process is accessible to everyone. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. We will make reasonable adjustments where required throughout the recruitment process. Applicants who require reasonable adjustments to the application process, assessment methods, interview arrangements or other recruitment activities are encouraged to let us know of how we can offer support to enable them to participate fully.