Apprentice Customer Service Assistant
darlington borough council
Darlington (DL1 1RR)
Closes in 18 days (Sunday 19 April 2026)
Posted on 30 March 2026
Contents
Summary
An exciting 12‑month opportunity is available with the Darlington Hippodrome Box Office. We’re seeking someone eager to learn and provide a warm welcome. You’ll support customers in person, by phone, and by email, gaining valuable experience in customer service, systems, and busy front‑of‑house work.
- Wage
-
£15,392 a year
- Training course
- Customer service practitioner (level 2)
- Hours
-
The working hours will be shifts within the opening times below:
Mon - Saturday 10am - 6pm on non-show days
Mon - Saturday 10am - 8.30pm on show days
Sunday occasional hours between 12pm - 8pm
37 hours a week
- Start date
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Monday 27 April 2026
- Duration
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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
As an Apprentice Customer Service Assistant, your day-to-day duties will include, but are not limited to:
- Facilitate the sale of tickets, gift vouchers, memberships, donations and supplementary items, using Spektrix, a cloud-based ticketing software.
- Ensure that the Spektrix database is kept up to date to enable the marketing team to make effective communication with customers via email, telephone and mail.
- Follow established procedures to ensure the security and confidentiality of cash, cheque, credit and debit card transactions and customer data.
- Monitor the Hippodrome’s box office email account and respond to queries received via this channel.
- Make outgoing calls to groups to chase payment for outstanding reservations.
- Take responsibility for the attractive presentation of working areas, including a daily check and update displays of leaflets and posters.
- Maintain the system for recording receipt and despatch of lost property.
- Record and communicate customer feedback and pass any complaints to a senior member of staff.
- Work across multiple box office sites; Hippodrome main box office, stage door, Hullabaloo and mobile box office.
- Ensure that a high standard of customer service is delivered at all times.
Where you'll work
The Hippodrome
Parkgate
Darlington
DL1 1RR
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
DARLINGTON BOROUGH COUNCIL
Training course
Customer service practitioner (level 2)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- 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
Training will be provided to achieve the following qualifications:
Level 2 Customer Service Practitioner Apprenticeship Standard
Training will take place periodically at our training centre (DL1 5PT). During the course you will develop the knowledge, skills and behaviours to ensure these exceed the minimum requirements for the Customer Service Level 2 apprenticeship standard.
More training information
You will be completing the Level 2 Customer Service Practitioner Apprenticeship Standard with Darlington Borough Council Learning & Skills. This programme equips you with the essential knowledge, behaviours and practical skills needed to deliver high‑quality customer service across a variety of professional settings. Training is delivered through a blend of online learning and tutor‑led sessions, covering key topics such as effective communication, customer needs, problem‑solving, service delivery and professional customer interactions.
Throughout the apprenticeship, you’ll be supported by experienced tutors with real-world customer service and business experience. You’ll gain valuable hands‑on experience in the workplace, developing confidence as you support guests, handle enquiries, and contribute to the smooth running of the venue, while earning a nationally recognised qualification.
Requirements
Essential qualifications
GCSE in:
- English (grade 4+/ C+)
- maths (grade 4+/ C+)
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
- Problem solving skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Non judgemental
- Patience
Other requirements
Training will be delivered at our training centre in Darlington (DL1 5PT) and you will need to make your own way there. Travel to and from the employer, based at Parkgate, Darlington DL1 1RR. The Hippodrome is open 7 days a week and weekend work be required, once settled into the role. The Apprenticeship National Minimum Wage guide (ANMW): https://www.gov.uk/national-minimum-wage-rates
About this employer
Darlington Hippodrome is a beautiful Edwardian theatre, rooted in the local community and is the jewel in Darlington's crown. The Theatre offers a varied programme of the highest quality theatre, opera, comedy, music and dance touring nationally, as well as its much-loved annual family pantomime. Darlington Hippodrome are searching for a dynamic individual who is looking towards a career in customer service or within the Arts Industry to join them as Apprentice Customer Services Assistant to become an integral part of the box office team.
http://www.darlingtonhippodrome.co.uk (opens in new tab)
Company benefits
Benefits include 31 days’ leave, pension scheme, flexi-time, enhanced family leave, green car & cycle schemes, physio, counselling, training, & travel discounts.
After this apprenticeship
Successful completion of this apprenticeship could lead to:
Learner could progress to:
- Level 3 Business Administrator Apprenticeship
- Level 3 Customer Service Specialist Apprenticeship
- Full time employment
Ask a question
The contact for this apprenticeship is:
DARLINGTON BOROUGH COUNCIL
Graham Curry
graham.curry@darlington.gov.uk
07949845325
The reference code for this apprenticeship is VAC2000021348.
Apply now
Closes in 18 days (Sunday 19 April 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.