Customer Service Apprentice

DERBY HOMES LIMITED

Derby (DE1 2FT)

Closes in 30 days (Sunday 8 March 2026 at 11:59pm)

Posted on 6 February 2026

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Summary

We have an exciting opportunity for an individual to join Derby Homes as a Customer Service Apprentice. We are seeking a motivated and professional individual to join our busy Money Advice Team which is part of Derby Advice.

Wage

£14,526.20 to £23,492.04, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Monday - Thursday - 8.30am to 5.00pm; Friday - 8.30am to 4.30pm

37 hours a week

Start date

Thursday 3 September 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

Duties will include:

  • To actively participate in an organised programme of training leading towards the achievement of a nationally recognised qualification
  • Contributing to effective provision of the money advice service
  • Dealing with money advice enquiries
  • Listen attentively to customer requirements, asking pertinent questions to establish facts in order to gain a full understanding of the customer’s needs
  • Maintaining accurate customer records using computer systems
  • Record keeping and system updating
  • Dealing with confidential information
  • The role will also involve listening to customers’ requirements

Where you'll work

Council House
Corporation Street
Derby
DE1 2FT

Training

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

Training provider

DCG

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

Customer Service Practitioner Level 2.

Requirements

Essential qualifications

GCSE in:

  • English (grade C/4 or above or equivalent)
  • Maths (grade C/4 or above or equivalent)

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
  • Non judgemental
  • Patience
  • Approachable and friendly
  • Flexible approach
  • Learn and take guidance
  • Prioritisation
  • Team player
  • Customer service interest

Other requirements

If we are interested in taking your application further, you will receive an email from a derby college email address lauren.stapleton@derby-college.ac.uk. Please make sure that you check your inbox as well as your spam/junk folders so you do not miss out on the opportunity to apply. We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications. In order to avoid missing an opportunity to apply please submit your application as early as possible.

About this employer

Derby Homes Limited is an arm's length management organisation (ALMO) created by Derby City Council to manage, maintain and improve its council houses and estates. The organisation is non-profit making and it does not pay dividends to any shareholders. It is 100% owned and controlled by Derby City Council. Our mission statement is "High quality services for people, homes and communities."

http://www.derbyhomes.org (opens in new tab)

Company benefits

Opportunity to join Local Government Pension Scheme, Cycle to Work scheme, reduced gym membership and college travel expenses will be reimbursed.

Disability Confident

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

After a successful performance over the first year, there is the potential to be offered a further apprenticeship to progress to Level 3. There is no guarantee of a permanent position at the end of the apprenticeship however opportunities and vacancies will arise which Apprentices can apply for.  Also, as a Derby Homes employee you will be able to apply for any vacancies advertised. Derby Homes aims to provide all Apprentices with transferable qualifications and work experience to help them achieve a future career with Derby Homes or with another employer.

Ask a question

The contact for this apprenticeship is:

DCG

The reference code for this apprenticeship is VAC2000013305.

Apply now

Closes in 30 days (Sunday 8 March 2026 at 11:59pm)