"I’ve learnt assertiveness, the importance of maintaining data accurately, and also how to deal sensitively with customers’ specific needs. In certain cases – for example when discussing a resident’s Food Bank eligibility – you need to be particularly considerate and careful about confidentiality to avoid possible embarrassment to the resident."
William Inko-Dokubo’s apprenticeship is enabling him to gain hands-on work experience in General Enquiries at PCH, while studying at the College for a Diploma in Customer Service.
Day to day, William’s role involves liaising with PCH residents about their rent, contracts and any repairs they require, as well as answering queries about buying their property and giving advice on housing benefits. He also liaises with contractors and helps to promote regular ‘Community Links’ events and a ‘Gold Card’ incentive scheme.
He says: “I’ve learnt assertiveness, the importance of maintaining data accurately, and also how to deal sensitively with customers’ specific needs. In certain cases – for example when discussing a resident’s Food Bank eligibility – you need to be particularly considerate and careful about confidentiality to avoid possible embarrassment to the resident.”
Now eight months into his apprenticeship, William has had great support both from his College Assessor and his employer.
“My Assessor has been really helpful in explaining how different aspects of my qualification relate to the actual work that I do. I’m motivated to do well, constantly encouraged to meet deadlines, and given regular, clear feedback on my progress.
“The guidance from my colleagues has also been very helpful for my progression. My apprentice experience has been brilliant so far!”
