Home Ownership Apprentice

An excellent opportunity has arisen for an apprentice to work for emh in the Home Ownership Team, based in our Coalville office. This varied and exciting role will enable you to develop a wide range of skills and experience in a crucial area of the business. The work will include delivering front line customer services effectively over all our multi media channels. These include telephone, e-mail, web, text phone and SMS.

Principal Duties and Responsibilities:

1- Functional responsibilities

Provide services to emh homeowners. Respond to general queries from homeowners in respect of their lease. To support the Homeownership officers by carrying out administrative functions as required. Maintain accurate records including on the housing management system (MRI) workflows and email and correspondence. Liaise with Finance Officers in the preparation of annual service charge budgets, estimated and audited accounts. Systems are kept up to date and queries distributed where necessary. Ensure incoming post/emails/workflows are distributed quickly and responded to in a timely manner. Present information clearly, through a variety of methods.

2 - Customer Service and Team working

Deliver excellent customer service. To undertake specific projects, specialist tasks, involvement in working groups as required. Understand customer circumstances, using profiling information so that we can tailor services to best meet individual needs. Ensure you are accessible to customers and that their enquiries are dealt with efficiently and effectively. Resolve customers’ expressions of dissatisfaction or complaints at first point of contact, where this is not possible, assist in complaint resolution. Provide support to team members and other colleagues as necessary. Proactively and flexibly work as a member of the wider team, supporting others and responding positively to customer and business needs.

General Responsibilities

Work effectively with other team members to meet deadlines and provide excellent customer service. Maintain strong links and working relationships with internal customers. Promote and lead by example on equality, diversity and inclusion. Contribute to improving and implementing new/revised processes. Ensure adherence to data security and protection policies and processes.

Special Instructions:

To uphold the vision and values of the emh group and emh homes. To take individual responsibility for ensuring that a continuously improving and effective professional customer service is delivered. To ensure a safe working environment in accordance with Health and Safety Regulations. To attend fire drills and staff meetings. To attend training events as required. To maintain an awareness of current instructions circulated by staff meetings, departmental and head office bulletins, circular letters or by verbal or written information given by your Responsible Officer. To respect the confidential nature of personal information. To recognise and promote emh group’s Equality and Diversity Strategy.

Full training will be provided in all areas to meet with the apprenticeship programme.

Training Outcome:

There may be a full time position available for the right candidate however, please note that this is not guaranteed.

Employer Description:
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.

Working Hours :
Monday - Friday, 09:00 - 17:00 . 1 hour unpaid lunch.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working,Initiative,Non judgemental,Patience