Customer Service Specialist Apprentice

Introduction

The post holder is expected to effectively carry out various administration and support tasks in the efficient delivery of excellent customer service to all service users (tenants, landlords, and letting agents).

About the Employer

Tenancy Deposit Scheme is a government approved tenancy deposit protection scheme in England and Wales operated by TDS Group, the UK’s leading provider of deposit protection and resolution services.

There is a legal requirement for landlords and letting agents to protect deposits on qualifying private rented sector tenancies. We provide both insurance-backed and custodial tenancy deposit protection with free, impartial dispute resolution for when disagreements arise over how the money is divided.

Tenancy Deposit Scheme is the longest running and largest government-approved deposit protection scheme backed by RICS, Propertymark, and the NRLA. We are the only profit-for-purpose scheme, operating as a voluntary, community and social enterprise (VCSE), so we can reinvest for the industry and our customers.

What You'll Do

We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits.

We now operate tenancy deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in Hemel Hempstead and our other offices in Glasgow and Belfast.

In 2022 we also launched the New Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.

Principal Responsibilities:

• Provide excellent customer service to all service users and clients
• Answer incoming telephone calls from tenants, landlords, and letting agents
• Respond to enquiries via the email inbox
• Resolve customer enquiries on the first contact
• Manage cases to a conclusion
• Update and maintain customer database and other relevant in-house systems
• Handle data sensitively
• Complete admin/ad-hoc tasks as required

Training Outcome

All job roles are advertised internally and upon successful completion of the apprenticeship, the apprentice will be eligible for a suitable position within the company should there be a vacant role.

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Non judgemental
• Patience
• Physical fitness

Qualifications

• Essential - GCSE - Maths and English - 4/C or above

Course Information

Course: Customer service specialist (level 3)

Level: 3

Route: Sales, marketing and procurement

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday, 9.00am - 5.00pm (35 hours).

Expected Duration: 1 Year 6 Months

Number of Positions Available: 2

Training Provider: MBKB LTD