Customer Service Specialist Apprentice Level 3
Derbyshire County Council
Derbyshire (DE4 3AG)
Closes in 20 days (Sunday 29 March 2026)
Posted on 9 March 2026
Contents
Summary
If you enjoy helping people, helping Derbyshire residents, solving problems and leading great service.
You’ll learn at the same time as working, and utilise your strong interpersonal skills, empathy and problem solving to help the residents of Derbyshire and support your internal colleagues.
- Wage
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£14,526.20 to £23,492.04, depending on your age
National Minimum Wage
Check minimum wage rates (opens in new tab)
National Minimum Wage From 1 April 2026 - 21 and over: £12.71 p/h, 18 to 20: £10.85 p/h, Under 18: £8.00 p/h
- Training course
- Customer service specialist (level 3)
- Hours
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Monday - Friday, shifts to be confirmed.
37 hours a week
- Start date
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Tuesday 1 September 2026
- Duration
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1 year 6 months
- Positions available
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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
You’ll handle calls, emails and online enquiries, helping residents get the information they need. We’re advocates of self-serve, digital and socials, so you’ll have a great opportunity to add your skills here. As a service specialist, you will also support complaints and resolve customer escalations, with opportunity to learn across different teams and functions in Derbyshire County Council.
Where you'll work
County Hall
Smedley Street
MATLOCK
Derbyshire
DE4 3AG
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DERBYSHIRE COUNTY COUNCIL
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
To be confirmed at the interview.
Requirements
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Administrative skills
- Analytical skills
- Logical
- Team working
- Initiative
- Patience
About this employer
Our services reach everyone who lives in or visits Derbyshire, which is why we work with our communities to make sure we meet their needs and expectations. This includes their families, their environment, their education, their job prospects and their social needs.
Company benefits
- Generous annual leave scheme
- Access to student discounts
- Cycle to Work scheme
- Discounts at selected county leisure centres
- Free online health and exercise sessions
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
To be confirmed at the interview.
Ask a question
The contact for this apprenticeship is:
DERBYSHIRE COUNTY COUNCIL
The reference code for this apprenticeship is VAC2000019666.
Apply now
Closes in 20 days (Sunday 29 March 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.