Communities & Customer Experience Apprentice - Customer Contact Apprentice

More about the company you will be working for

Please be advised this apprenticeship is not working for Places for People, we are supporting with the recruitment for Muir. Muir was established in 1968 and have been working with people to maximise their quality of life ever since.

They own and manage more than 5,500 homes in England and Wales, providing a range of affordable housing solutions including general let properties, shared ownership (Homes by Muir), independent living (Muir Living) and supported housing.

More about your role

Muir are looking for 2 apprentices to start their apprenticeships in March. This role is based at 80 Lightfoot Street, Chester (CH3 3ED) with a hybrid working pattern. The current set‑up is Monday, Tuesday and Thursday in the office, with home working on Wednesday and Friday (though the office is available if preferred). Training will take place on site for the first 2–3 weeks, and we recommend working from the office for up to the first six weeks, or until you feel confident working from home.

You'll be a customer champion, delivering an excellent experience as the first point of contact across phone, email and other channels. You'll help customers access our services, take ownership of their queries and live our values in every interaction. You'll support a positive complaints culture by logging concerns and resolving issues informally wherever possible. With a focus on accessibility and value for money, you'll ensure every customer receives a service that meets their diverse needs and aligns with our policies.
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Essential Criteria

• Good standard of GCSEs or equivalent.
• Experience delivering exceptional first‑contact customer service.
• Experience working in a customer‑focused contact centre or fast‑paced office environment.
• Confident working with a diverse range of customers.
• Experienced in using a wide range of ICT systems.
• You will need to be in a reasonable commutable distance to Chester.

More about you

You bring all the essential qualities needed to succeed in this role: you're determined to achieve your objectives, consistently live our organisational values, and champion everyone's right to a safe and decent home. You share your knowledge openly, adapt positively to change, and welcome feedback. You also hold a good standard of GCSE‑level education or equivalent and have strong experience delivering excellent first‑contact customer service in a busy, customer‑focused environment. You're confident working with a diverse range of customers, highly capable in using a variety of ICT systems, able to work independently with strong organisational skills, proactive in solving problems, and an empathetic and effective communicator.

Alongside these essentials, you may also bring several desirable strengths that will further enhance your application, such as a Level 2/3 NVQ in Customer Service or Business Administration, A/S or A Level qualifications, experience within a housing association or multi‑skilled team, an understanding of housing services or GDPR principles, and the ability to perform well under pressure in a reactive and fast‑changing environment.

Muirs values

• Caring: We care about people and achieving results
• Responsive: We put our customers first, giving great service and doing what matters most to them
• Passionate: We take pride in what we do and always strive to do better.
• Inclusive: We work together and value each other
• Dynamic: We have a positive, solution-oriented attitude
• Honest: We have high ethical values, standards and strong governance.

You are entitled to the following benefits during the course of our employment:
• Free Car Parking
• Fully funded Festive Party
• Free eye tests with added £20.00 off glasses at Specsavers
• Long Service Awards - gift to the value of £250 after 25 years' service
• Retirement Gift of £250.00 (must have achieved 10 years service within this period)
• The Association encourages sponsorship towards professional
• Qualification's including day release
• Employee Assistance Programme
• Free tea, coffee and soft drinks
• Career breaks
• Cycle to Work Scheme (salary sacrifice scheme)
• Lone worker protection
• Staff Activity Fund
• Working hours: The Association runs a flexitime system. The working week for full time employees is 35 hours and for part-time employees the Association ensures that hours can be arranged to suit both parties
• Staff getting married (1additional day's leave per annum)
• Moving home (1 additional day's leave per annum)
• Enhanced Maternity (12 weeks at half pay and a return to work bonus of one month's salary
• Paternity Leave 2 weeks at normal rate of pay)
• Medicash Scheme (Muir pay towards contribution of £4.33 per month when two years' service is completed) Details relating to the above benefits are shown separately.