- Be able to 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
- Uses appropriate levels of skill and judgment to understand the needs of vulnerable individuals and groups (including those with complex needs) and respond accordingly
- Demonstrate effective and appropriate communication skills to enable timely identification and resolution of issues. Be able to signpost customers who need additional support to other colleagues and/or partner agencies.
- Be able to apply a range of administrative skills in order to support a range of housing and property related services.
- Understand and be able to use a variety of methods to collect and present information such as resident, neighbourhood and property data in an effective manner. Information and data must be collected, recorded and presented accurately.
- Work with internal colleagues and external partners to achieve individual, team and business targets. Work with colleagues to identify solutions to problems, appreciate the importance of team working and where they fit within the team.
- Organise and plan work in a flexible manner to ensure tasks are prioritised and completed within agreed timescales.
- Effective use of IT equipment and software, including housing and property management software. The appropriate use of housing and property related work equipment.
- Effective decision making in order to ensure work tasks are completed in line with instruction and on time.
- Know the principles and practices of relevant landlord and tenant law, applicable Codes of Practice and relevant legal frameworks or know where/who to ask if they are unsure.
- Have knowledge of the organisation’s business plan, organisation values, the range of services available to customers/clients, team targets / key performance indicators and understand how their role fits into the organisation.
- Know the social and physical context of estates/neighbourhoods and how to report defects, common problems, health and safety issues and repairs to dwellings.
- Know the diversity and needs of the communities in which the business serves
- Know the current and historical context of the housing market, including social and affordable housing, private rented and owner occupation.
- Know the range of housing services. For example repairs and maintenance, allocations, lettings, tenancy sustainment, financial and social inclusion, energy efficiency and waste management, anti-social behaviour, care and housing support services, rents and fees, service charges and portfolio accounts, and community involvement.
- Know the quality standards of the business. Examples include standards of the neighbourhood / property / building and customer service.
- Know the principles, policies and practices of the organisation in terms of customer care, complaints handling, employee code of conduct, team working, risk assessments personal safety, data protection, health and safety, equality and diversity, safeguarding and business communications.
- Takes timely and responsive action to instructions given, building towards working independently.
- Develops 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
- Meets personal commitments and expectations of others.
- Takes responsibility for their own personal development, safety and training. Act as an ambassador for the organisation.
- Demonstrates a responsive approach to customer and client needs, and has an awareness of the organisation’s impact on customers and their lives.
- Be an effective team player, accepts responsibility for their work
Typically 12 – 18 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 Grade or Member Grade (depending on length of service within the sector and within the organisation).
- Institute of Residential Property Management (IRPM) at Foundation Level or Associate Level (depending on length of service within the sector and within the organisation).
Originally published on Gov.uk, this information has been re-used under the terms of the Open Government Licence.";