Apprentice Customer Voice Officer – East Midlands Housing and Regeneration Ltd

Summary

This role provides an opportunity to begin a career in customer engagement and community impact. Applicants should be enthusiastic, people‑focused, and motivated to contribute to meaningful service improvement. The post supports our commitment to ensuring residents have a clear and influential voice in shaping the services we deliver.

 

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

 

What you'll do at work

This role provides an opportunity to begin a career in customer engagement and community impact. Applicants should be enthusiastic, people‑focused, and motivated to contribute to meaningful service improvement. The post supports our commitment to ensuring residents have a clear and influential voice in shaping the services we deliver.

 

Key Responsibilities

• Deliver customer engagement activities, events, and workshops


• Gather customer feedback, conduct surveys, and support the analysis of customer needs


• Support community‑based projects that promote inclusion and wellbeing


• Develop knowledge of how customer insight shapes policy development, service delivery, and decision‑making


• Collaborate with colleagues across emh to build practical sector knowledge

 

Development and Benefits

• Opportunity to achieve a recognised apprenticeship qualification


• Hands‑on experience in customer engagement and service improvement


• Guidance and support from experienced mentors


• Development of skills and confidence to pursue a career within housing or customer‑focused services

Please note: No prior experience is required; enthusiasm and a genuine desire to make a positive impact are essential.

 

Where you'll work

Memorial House
Whitwick Business Park
Coalville
Leicestershire
LE67 4JP

 

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

 

Training provider

P.T.P. TRAINING LIMITED

 

Training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

 

What you'll learn

Course contents

• Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice


• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches


• Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements


• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes


• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy


• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps


• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction


• Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs


• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer


• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format


• Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it


• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service


• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome


• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps


• Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions


• Service Improvement: Make recommendations based on your findings to enable improvement


• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

 

Training schedule

• Customer Service Specialist Level 3 Apprenticeship Standard


• Functional skills in maths and English if required (those aged 19+ will not need to complete Functional Skills if they do not already hold an exemption)


• Internal relevant training courses as required for the job

 

Requirements

Desirable qualifications

GCSE in:

• English (grade at grade 4/C and above)


• Maths (grade at grade 4/C and above)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

 

Skills

• Communication skills


• IT skills


• Attention to detail


• Organisation skills


• Customer care skills


• Administrative skills


• Team working


• Initiative


• Non judgemental


• Patience

 

Other requirements

The successful candidate must have a positive attitude and willingness to learn, being reliable, committed, and open to feedback. They must also be friendly, approachable and customer-focused with an enthusiasm for community projects and events.

• Good verbal and written communications skills


• Willingness to learn how to gather feedback, run surveys, and record information accurately


• Basic digital skills or confidence learning new tools


• Ability to organise tasks and manage time with support


• Understanding diversity, inclusion and respectful communication


• Willingness to work towards an apprenticeship qualification


• Interest in people, communities and customer service


• Awareness of the importance of the resident voice (can be developed)

It is important that the successful candidate can respect the confidential nature of personal information and privacy.

As part of this role, the successful candidate will be expected to attend a number of external meetings and events

This post may be subject to DBS clearance.

Please note: We reserve the right to close these vacancies prior to the application deadline once a sufficient number of applications have been received, so recommend early application.

 

About this employer

We are one of the largest providers of affordable housing and care services in the East Midlands, operating across more than 40 rural and urban local authority areas.

Our commitment to delivering excellent services and providing safe, secure homes underpins everything we do.

Working closely with our residents and partners, we aim to build up to 500 new, high-quality homes each year for rent and shared ownership. We also provide care and support services, including nursing care, Extra Care independent living and supported living – ensuring people can live well, safely and independently in homes that meet their needs.

Alongside this, we continue to strengthen our service delivery by tackling homelessness, investing in apprenticeships, jobs, training, skills and enterprise, promoting financial inclusion and delivering energy‑efficiency programmes.

Equality and diversity sit at the heart of our work, guiding both our services and the way we support the communities we serve.

https://www.emh.co.uk (opens in new tab)

Company benefits

• Competitive salary


• Pension scheme


• Health cash plan


• 39 days annual leave (inc statutory days), increasing to 44 days with length of service


• Training/development opportunities

 

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.