Apprentice Customer Services Advisor

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 and work with us to develop a rewarding career in Customer Services.

What does an apprenticeship at Ian Williams involve?

Over 18-24 months you will receive on the job training both from a college tutor and qualified team members to achieve a Customer Service Practitioner Level 2 and build a full and rewarding career in our responsive repairs team. Beginning in our Customer Inbound Team, you will be guided and supported by qualified mentors to develop the knowledge, skills, and behaviours needed to deliver a range of services such as managing inbound calls from clients and tenants, raising and tracking housing-related repair orders, ensuring effective scheduling and co-ordination of the repair order using the scheduling system. If you show proficiency in this team, you will also get the opportunity to transition into one of the dedicated planning teams and the management of engineers where optimisation and efficiency is paramount. Through both the external and internal training, this role aims to build a foundation for a future career within Ian Williams Ltd.

Key Requirements

• Answer and manage inbound calls from clients/tenants in a professional and courteous manner providing an excellent customer journey.
• Raise customer queries, complaints and job requests accurately into the system.
• Ensure accurate categorisation and prioritisation of repairs.
• Monitor and follow up on existing repair jobs, providing customers with timely updates.
• Communicate effectively with customers showing empathy and professionalism.
• Manage the lifecycle of repair jobs from initiation to completion.
• Troubleshoot and resolve scheduling conflicts.
• Work closely with engineers, updating them on schedule and changes.
• Monitor job progress to ensure we are achieving Client Key Performance Indicators (KPI’s).
• Participate in training development programs to support your overall delivery.

What skills will I need to apply?

• You need to be committed to developing your career and have a genuine passion for helping people.
• The program is designed to be 18-24 months long, but we are looking for people who want to stick with us long term.
• Great communication skills are a must as you will be speaking to a wide range of clients.
• Good spoken and written English.
• GCSE (or equivalent) grade 4 or above in Maths and English.
• You need to be able to work well in a team and have a flexible attitude towards work.

Additional Benefits include:

• Annual 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.
• For information on all other additional benefits we do, to enhance your work/life balance please visit our website.

How can I apply?

Upload your CV and complete our online application form via our website: Careers – Ian Williams

We want to get to know the real you, so please don’t use AI in your application or CV!

About Ian Williams Ltd

We are one of the UK’s leading property services companies with expertise in the social housing, education, and commercial sectors. We are a financially secure business with a solid track record, having offices based across the UK.

As a company, we have significant experience in employing and training apprentices. We owe our success to our people. We are passionate about people and firmly believe that our success will only be maintained if we continue to offer you a great place to work and provide you with the opportunity to develop your career and fulfil your potential; we are proud to have been awarded Investors in People Gold accreditation. Our Mission Statement is “A company loved by its employees and customers,” therefore we aim to ensure that what we deliver to our customers, we also deliver to our employees.

We reserve the right to shortlist prior to the closing date based on application volumes.

Ian Williams Ltd will use applicants' details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.

We are an Equal Opportunities Employer; therefore, applications are welcome from all.