Tenant Experience Apprentice

Job description

The Vacancy

Fulltime: 38hrs per week - Fixed Term Contract (20 Months)
Proposed Interview Date: Wednesday 16th September (TBC)
Qualification: Level 3 in Service in Housing
Course Start: 28th September

This is an exciting opportunity to start your career in housing while making a real difference to tenants and residents every day.

As our Tenant Experience Apprentice, you'll be a friendly first point of contact for tenants, helping with enquiries, repairs, service requests and complaints. You'll learn how to listen carefully, find practical solutions, schedule works, keep clear records and support customers with empathy, professionalism and confidence.

You'll gain hands-on experience across customer contact, repairs scheduling and complaints handling, while working towards an apprenticeship qualification (Level 3 Service in Housing) and building valuable skills for your future career.

We're looking for someone who is:

• Tenant focused, empathetic and keen to help people get the right outcome.
• Organised, reliable and able to manage changing priorities in a busy environment.
• Confident communicating with different people by phone, email and online.
• Curious, willing to learn and ready to take ownership of their development.

For a full list of responsibilities, please see the attached Role Profile

If you're ready to learn, grow and play a part in delivering a positive experience for tenants and residents, we'd love to hear from you.

Please note this role is subject to a Basic DBS Check

The Company

We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.

We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.

We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.

At Saffron

We have a huge commitment to our employees. We want the team at Saffron to be happy, empowered, motivated and feel proud to be part of the Saffron community. We know by having great people we can do a great job for our tenants. We trust our colleagues to do the right thing and we are looking for people whose values are aligned with ours (PACE - Professional, Accountable, Collaborative and Evolving).

You will have the freedom to learn and grow. We are passionate about investing in our people, providing them with the skills they need now, and for their future aspirations. We do this by offering a blend of learning opportunities, including our innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.

We work with and support our people to work in an agile way to ensure that have the right work/life balance. They have the choice to work in the office, work from home, coffee shop, park or a combination of all. We have recently refurbished our offices to encourage collaborative, agile working.

As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community.

Our Strategy

Inspiring Organisation:
Outstanding colleague engagement

Inspiring Organisation sets out the path to outstanding colleague engagement which we believe necessary to achieve 90% tenant satisfaction, and the actions we will take over the next year.

Inspiring Communities:
90% customer satisfaction

Inspiring Community sets out the path to increasing tenant satisfaction from 74% to 90%, and the actions we will take over the next year.

Inspiring Innovation:
Creating £3m of capacity to invest

Inspiring Innovation sets out the path to freeing up a further £3m per year that we believe necessary to invest in providing the best possible home, service and workplace, and the actions we will take over the next year.

Governance

We will operate in a culture where strong governance, compliance and risk assessment is business as usual.

Homes

We will actively manage our existing homes, and deliver new affordable housing to provide quality homes for current and future customers.

Our Benefits

Learning And Development

Covers the membership fee of one professional body relevant to your job role, and excellent opportunities for training & courses

Time Off

Generous holiday entitlement, Holiday Trading, Volunteer and study days, and Enhanced Family Leave

Prioritising Mental Health

Access to our Employee Assistance Program, trained Mental Health First Aiders and wellbeing check-ins

Aviva Pension Scheme

Choose your contribution and Saffron match up to 10%, and we offer Life Assurance cover

Health Schemes

Bupa Private Medical Insurance, Medicash Cashback Plan [eligible after probation completion]

Salary Sacrifice Schemes

Cycle to work, and Tusker Car Scheme

Shopping discounts

Access to our Employee Assistance Programme

staff recognition awards

Support for your qualifications

Pension

Access to our mental health first aiders