Apprentice Resident Liaison Officer

Summary

Enable Futures, an award-winning apprenticeship employer, is partnering with Lovell to recruit an Apprentice Resident Liaison Officer. Join a leading housing and construction company, gain valuable customer service experience, and help support residents while making a positive difference in local communities.

Wage

£16,484 a year

Training course

Customer service practitioner (level 2)

Hours

Monday to Friday 08:30 - 16:30

37 hours 30 minutes a week

Start date

Monday 13 July 2026

Duration

1 year

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Providing excellent communication and customer service to residents, tenants and clients

• Supporting residents before, during and after improvement works, ensuring they receive the best possible service

• Keeping residents informed of project updates, including any changes or delays to scheduled works

• Assisting with resident inductions, profiles, appointments and home visits

• Communicating with residents by phone and in person, helping to build positive relationships and confidence

• Updating resident information and project records using Lovell's IT systems, including EasyBOP

• Supporting the production of resident communications and project paperwork

• Attending resident, client and community meetings, open days and local events

• Helping to resolve customer concerns and complaints in line with company procedures

• Identifying and understanding individual resident needs to ensure appropriate support is provided

• Promoting Lovell's values and services, acting as a positive ambassador for the company

• Supporting customer satisfaction initiatives and helping the team deliver a high-quality service

Where you'll work

116 Wyton Close
Nottingham
NG5 5GX

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

LEARNING SKILLS PARTNERSHIP LTD

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

The successful candidate will work towards a Level 2 Customer Service Practitioner Qualification, which will take 12 months (plus End Point Assessment) and will be delivered by Learning Skills Partnership on a work-based learning basis.

Requirements

Essential qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• IT skills
• Customer care skills
• Initiative

Other requirements

This role will be based between NG5 5GX and NG8 3BB. You will need to be able to access both of these sites.