Customer Service Advisor Apprentice

Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.

Becoming an apprentice at AxisCLC is an excellent opportunity to gain practical experience and training. You will work alongside experienced colleagues, whilst learning on the job. You will be expected to attend school/college once a week as part of your apprenticeship. Upon successful completion of your apprenticeship, you could be offered a permanent position.

The Customer Services Trainee role will be an advocate of Customer Services who acts as a referral point for dealing with more complex or technical customer requests, complaints, and queries. This role will often act as an escalation point for complicated or ongoing customer problems. Through training, shadowing and personal development this role will become an expert in Axis's services, enabling the sharing of knowledge with wider teams and colleagues.

What You'll Deliver Service Improvement

• Analyse data to identify opportunities for improvement, making recommendations for business change.
• Provide direction and support to new employees across the Customer Service functions, including providing feedback on performance and coaching for improvements.

Customer Journey Improvement

• Support with mapping the end-to-end customer journey, including making recommendations for change.
• Support with the review of business processes and procedures, making recommendations for change to enhance the customer experience and service efficiency.
• Ensure external factors are taken into consideration when making recommendations for improvements, and that these are mitigated wherever possible.

Customer Insight

• Support with analysis of customer data to enhance the business understanding of individual customer needs and vulnerabilities.
• Support with customer engagement initiatives, ensuring all customers have an opportunity to engage at all levels and via multiple channels.

Customer Service Culture

• Support culture change initiatives by always demonstrating the expected values and behaviours and promoting these to colleagues across the Customer Service function.
• Support with Customer Service quality assessments, recording positive behaviours and providing feedback on identified areas of improvement.

Customer Satisfaction

• Assess Customer Satisfaction levels using existing processes and supporting with the implementation of new processes where appropriate.
• Identify areas of customer dissatisfaction and become a direct point of contact for dissatisfied customers, demonstrating strong customer focus and negotiation skills to achieve a positive outcome.
• Support with coaching and development of Customer Service employees to effectively deal with dissatisfied or difficult customers.

About you

• GCSE 4 & above (A-C) in Maths & English or equivalent
• Good communication
• Presentable
• Positive attitude to work
• Attention to detail

What We Offer

• Salary of £8 per hour plus benefits including:
• Pension scheme and life assurance
• Travel Expense Coverage: Enabling all apprentices to travel to/from college and/or apprentice/work-related events.
• 25 days' holiday + bank holidays
• Access to Perkbox (discounts, perks & wellbeing offers)
• 1 paid volunteer day
• Access to Learning and development opportunities: These include financial wellbeing, technical skills and coaching.

Why Axis CLC?

Joining Axis CLC means being part of a national organisation that delivers essential services across housing, education, healthcare, defence and commercial property. You'll be joining a team that values reliability, quality and social impact, offering long-term stability, meaningful work and genuine opportunities to grow and progress in your career.

Our Commitment to Inclusion Many faces, one Axis CLC.

We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know.