- Apply a range of customer service skills in order to provide a professional, accurate, timely, ethical and non-judgemental front line service which meets the needs of a diverse range of customers and stakeholders
- Demonstrate appropriate communication skills to enable timely identification and/or resolution of issues for customers and appropriate signposting to other colleagues and/or partner agencies.
- Work collaboratively with colleagues and partners to achieve individual, team and business targets.
- Use skill and judgment to understand the needs of vulnerable individuals and groups(including those with complex needs) and respond appropriately
- Use a variety of methods to identify, collect and communicate technical and other information in a confident and effective manner.
- Influence and negotiate with customers, partners and suppliers.
- Organise and plan their own work to ensure tasks are completed and deadlines met.
- Use a problem solving and flexible approach in their day to day duties.
- Effective use of IT equipment and software, through administration and the appropriate use of work equipment
- Effective decision making in order to apply the businesses objectives and priorities.
- Understand the principles, practices and legislation relating to current landlord and tenant law for the letting, maintenance and termination of a variety of tenancy types, including but not limited to: shorthold, assured, secure, long leasehold and shared ownership.
- Understand the principles, practices and legislation as it applies to governance, court proceedings, contracts, data protection, safeguarding and other relevant areas
- Understand legislation and regulations as they apply to housing standards
- Understand the principles, priorities and values of the organisation they work for, including an awareness of the business plan, the range of services available to clients and customers, , the roles and responsibilities of others and team targets and or Key Performance Indicators.
- Understand the social and physical context of estates /neighbourhoods and how to resolve defects, common problems, health and safety issues and repairs to dwellings.
- Understand the diversity of the communities which the business serves.
- Understand the current and historical context of social/rented/affordable/private housing and the broader housing market.
- Have an appreciation of the range of applicable housing services for example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, antisocial behaviour, care and supported housing, rents, service charges and portfolio accounts and community involvement.
- Understand the principles, policies and practices of the organisation they work for in terms of customer and client care, employee code of conduct, team working, risk, personal safety, health and safety, equality and diversity, safeguarding and business communications.
- Takes timely and responsive action to address issues
- Develop trust by working in a confidential, ethical and empathetic manner with a common sense and professional attitude.
- Willingness to accept changing priorities and work patterns
- Work independently and effectively without close supervision.
- Meets personal commitments and expectations of others
- Takes responsibility for their own personal and professional development.
- Has a high level of resilience, tenacity and calmness
- Acts as an ambassador / role model for their employer with customers, clients and partners.
- Demonstrates a responsive approach to customer needs and understands their personal impact on customers and their lives
- Values team work and is an effective team player, accepts responsibility for the work of themselves and others.
Employers will identify any relevant entry requirements through selection
Apprentices without Level 2 English and maths will need to achieve this level prior to completion of their Apprenticeship
Typically 18-24 months.
Professional Qualifications / Recognition
On completion of the apprenticeship, apprentices will be able to join the following;
- Chartered Institute of Housing (CIH) at Member level.
- Association of Residential Letting Agents (ARLA) at Associate Level.
Institute of Residential Property Management (IRPM) at Associate Level.Apprentices will be able to progress to managerial/professional roles within the housing sector.
Originally published on Gov.uk, this information has been re-used under the terms of the Open Government Licence.";