Apprentice Customer Service Advisor

Customer Service Advisor Apprentice supporting customers, managing housing repair requests, and completing a Level 2 Customer Service Practitioner apprenticeship while gaining hands-on experience.

Customer Service Advisor Apprentice – Birmingham

Are you looking to start a career in Customer Services?  Want to earn whilst you learn? Join our busy and vibrant Hub team as an Apprentice Customer Service Advisor and work with us to develop a rewarding career in Customer Services  

What’s the apprenticeship all about?  

Over 18 months, you’ll follow our comprehensively designed development pathway, learning on the job and getting hands-on training from both a college tutor and our experienced team members. You’ll work towards achieving your Customer Service Practitioner Level 2 qualification while building a rewarding career in our responsive repairs team.

You’ll start in our Customer Inbound Team, where you’ll be supported by qualified mentors as you develop the knowledge, skills, and behaviours to deliver great service. This includes managing calls from clients and tenants, raising and tracking housing repair orders, and making sure jobs are scheduled and coordinated effectively using our systems.

Once you’ve mastered these skills, you’ll have the chance to move into one of our dedicated planning teams, where you’ll manage engineers and focus on optimisation and efficiency. With a mix of external and internal training, this role is designed to give you the foundation for a successful future career with Ian Williams Ltd.

What will you be doing?  

• Answering and managing inbound calls from clients/tenants in a professional manner providing an excellent customer journey.

• Logging customer queries, complaints and job requests accurately into the system

• Ensuring accurate categorisation and prioritisation of repairs

• Monitoring and following up on existing repair jobs, providing customers with timely updates

• Communicating effectively with customers showing empathy and professionalism

• Learning and proficiently using our DRS scheduling system for job scheduling

• Managing lifecycle of repair jobs from initiation to completion

• Troubleshooting and resolving scheduling conflicts

• Working closely with engineers updating them of their schedule and any changes to optimise job efficiency and completion

• Monitoring job progress to ensure we are achieving Client Key Performance Indicators (KPI’s)

• Participating in training development programs to support your overall delivery

What skills do you need to apply?  

• To be committed to developing your career and have a genuine passion for helping people.

• Great communications skills and a confident, professional telephone manner are essential to support our wide range of clients

• To be an ‘out of the box thinker’ with a want to go above and beyond in what you do

• Personal and professional maturity to help you to handle queries with empathy and adaptability

• To be able to work well in a team and have a flexible attitude towards work.

• Initiative to seek assistance when needed

• Good spoken and written English

• GCSE (or equivalent) grade 4 or above in Maths and English. 

Benefits of working at Ian Williams:

• Scheduled pay reviews 

• Enhanced maternity/paternity pay

• Training and development opportunities

• Trade discounts from our preferred suppliers for you and your friends and family

• Specsavers vouchers