Customer Service/Planner Apprentice – East Midlands Housing and Regeneration Ltd (VAC1000322657)

This is a great opportunity to join the Homes division of East Midlands Housing and Regeneration Ltd as an Apprentice Planner within the Property Services Team.

Duties to Include

You will be undertaking and appointing, scheduling and planning of works for internal and external contractors on a daily basis. Applying effective planning and communicating skills, you will manage the allocation of work and supply of materials to ensure that maximum productivity, performance and customer satisfaction levels are achieved.

Principle Duties and Responsibilities:

Customers 

• Liaising on a daily basis with customers, the customer service centre and appropriate maintenance teams to coordinate an efficient service and build effective relationships with colleagues, customers and clients


• Getting involved with tenant and leaseholder customers to improve the service


• Participating in resident forums and scrutiny activity under the EMH Homes Co-regulation Model


• Upholding the vision and values of the EMH Group and EMH Homes


• Taking individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered


• Respecting the confidential nature of personal information

Commercial-focused delivery model - value for money

• Monitoring target completion dates and priority codes in relation to work orders to ensure maximum performance is achieved. Working to meet key targets on repairs and taking a proactive approach to identifying any issues that may adversely affect such targets being achieved


• Ensuring maximum monthly income is achieved by allocating sufficient work per operative in line with key performance targets


• Undertaking all necessary administration in relation to work orders


• Ensuring that all works are correctly completed and accurate costs are applied to fulfill key performance and financial targets


• Working to achieve Right First Time in respect of works and repairs, and championing a customer-focused service


• Raising, updating the status of, and completing work orders on all relevant ICT systems


• Acting as the first point of contact for site technicians to resolve daily operational issues


• Administrative data inputting to systems for monitoring and managing purposes to ensure services are efficient and effective

Team

• Providing regular updates to the line manager. Occasional preparation and presentation of reports to team meetings and other internal groups


• Establishing and maintaining effective communications with contract supervisors, ensuring that the supply of resources is sufficient for demand


• Ensuring a safe working environment in accordance with Health and Safety Regulations


• Maintaining an awareness of current instructions circulated by staff meetings, departmental and group bulletins, circular letters or by verbal or written information given by you


• Recognising and promoting EMB Group's Equality and Diversity Strategy


• Attending fire drills and staff meetings as required


• Attending training events as required


• Any other duties consistent with the role, including providing cover for other teams

From time to time, you may be required to perform other duties as requested by your Line Manager, and whilst not listed above, these duties will be appropriate to the level of responsibility held and to the scope of the role as defined.

The training you will be getting

Customer Service Practitioner Level 2 Apprenticeship Standard.

Desired skills and personal qualities

• Communication skills


• IT skills


• Attention to detail


• Organisation skills


• Customer care skills


• Problem solving skills


• Administrative skills


• Team working


• Initiative


• Non judgemental


• Patience

Qualifications

• GCSE English (Grade 4 + above) desirable


• GCSE Maths (Grade 4 + above) desirable

Other Requirements

• Able to listen, question, show empathy and relate well to people


• Well organised, able to prioritise and manage competing priorities


• Flexible, embraces change and open to new ways of working and ideas


• Able to role model the values of the business including in relation to equality, diversity and inclusion


• Committed to own development and learning


• Good IT skills and competent with Microsoft Office applications


• Good verbal and written communication skills, including the ability to pass on information accurately and concisely


• Strong customer care skills demonstrating high levels of ownership and accountability


• Demonstrate the ability to problem solve and reach solutions whilst maintaining a good customer experience.

About the Company

With 22,000 homes, emh is one of the largest providers of social housing and care services in the East Midlands, working across 50 local authority areas. Diversity and inclusion sit at the heart of emh’s social ethos, driving its mission to ‘Improve Opportunities for People’. We invest in communities by tackling homelessness initiatives, providing financial inclusion support, involving residents in shaping services, as well as building high quality homes for rent and shared ownership to meet the diverse needs of our local communities. We are proud of our 1100 colleagues who make a difference for our residents every single day. We are committed to investing in our colleagues with continuous learning and development opportunities to develop and nurture talent to promote professionalism in service delivery. This includes apprenticeships and postgraduate programmes. A job with us is challenging, stimulating and rewarding. We offer a friendly, open environment and encourage professional development among all our employees.

Address

Memorial House, Whitwick Business Park, Coalville, Leicestershire, LE67 4JP

Company Benefits

Competitive salary 39 days’ annual leave (inc statutory days) Contributory Social Housing. Pension Scheme Health Cash Plan and Enhanced Employee Assistance Program A wide range of training and 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.