Location
London

Hours
Full Time

Salary
£29,904 per annum

About the Role
Start your career with purpose at Peabody, where we are committed to providing safe, high-quality homes and services for our residents. As an Apprentice Awaab's Law Lead, you will play a vital role in supporting residents facing serious repair issues, ensuring concerns are managed quickly, effectively, and with empathy. This is a fantastic opportunity to gain hands-on experience within housing and property services while completing a Level 3 Customer Service Specialist Apprenticeship. You will earn while you learn, receiving structured training, mentoring, and support from experienced colleagues as you build the skills, knowledge, and confidence for a successful career.

Working within our centralised Repairs Team, you will help coordinate and manage cases related to Awaab's Law, ensuring residents receive outstanding support and that issues are resolved within required timescales. Your responsibilities will include acting as a key point of contact for residents experiencing complex repair issues, supporting the investigation, monitoring and resolution of Awaab's Law cases, and working closely with repairs teams, contractors, and other stakeholders to progress cases and achieve positive outcomes. You will keep residents informed through clear, compassionate, and timely communication, monitor case progress, maintain accurate records, and provide regular updates.

Additionally, you will review repair histories, contribute ideas to improve services and resident experiences, support the management of complaints, escalations, and priority cases, and develop an understanding of housing legislation, compliance requirements, and customer service best practices. This role offers valuable skill development in case management, stakeholder engagement, problem-solving, and customer care.

Alongside your day-to-day role, you will complete the Level 3 Customer Service Specialist Apprenticeship, gaining a nationally recognised qualification while developing the skills, confidence, and experience needed to succeed as a Case Lead. The apprenticeship lasts 12 months, followed by a 3-month end-point assessment period, combining practical on-the-job experience with structured learning to help you apply your knowledge directly to your role.

Experience
A passion for delivering excellent customer service and making a positive difference to residents' lives is essential. Experience in managing complex cases or working within housing or customer service environments is advantageous but not required.

About you
- Strong communication and interpersonal skills, with the ability to build positive relationships with a range of stakeholders.
- Excellent organisation and time management skills, able to manage multiple priorities and meet deadlines.
- Resilient and adaptable approach, confident working in a fast-paced environment.
- Strong problem-solving skills and the ability to handle sensitive situations with empathy and professionalism.
- Good attention to detail and ability to maintain accurate records and case information.
- Confidence using Microsoft Office applications and ability to learn new systems quickly.
- Interest in analysing information and using data to support decision-making and service improvements.
- Willingness to learn about housing services, compliance requirements, and relevant legislation.
- Positive, collaborative attitude with a commitment to continuous learning and development.

Qualifications
You must be eligible for the apprenticeship funding requirements: have lived in the UK, EEA, Switzerland, or Gibraltar for the last 3 years, not already hold a qualification at the same level or higher in this subject, and be 18 or older when the apprenticeship starts. No prior qualifications are required to apply, just a strong desire to learn and develop your career.