Customer Service Specialist Apprentice
THE DISPUTE SERVICE LIMITED
Hemel Hempstead (HP2 7TG)
Closes in 20 days (Tuesday 21 July 2026 at 11:59pm)
Posted on 30 June 2026
Contents
Summary
The post holder is expected to effectively carry out various administration and support tasks in the efficient delivery of excellent customer service to all service users (tenants, landlords, and letting
agents). In this Job description, “TDS” means “The Dispute Service Ltd.”
- Wage
-
£19,747 a year
Minimum wage rates (opens in new tab)
The pension adheres to auto enrolment rules. Benefits include private health care and health cash plan, additional day of annual leave on your birthday, rental deposit loan scheme, dental plan.
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday, 9.00am - 5.00pm
35 hours a week
- Start date
-
Monday 3 August 2026
- Duration
-
1 year 6 months
- Positions available
-
4
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
- Provide excellent customer service to all service users and clients
- Answer incoming telephone calls from tenants, landlords, and letting agents
- Respond to enquiries via the email inbox
- Resolve customer enquiries on the first contact
- Manage cases to a conclusion
- Update and maintain customer database and other relevant in-house systems
- Handle data sensitively
- Complete admin/ad-hoc tasks as required
- Assisting with managing client accounts, liaising with clients whilst seeking to improve on service being delivered
- Occasionally attend external events/networking when required to promote our service
Where you'll work
The Maylands Building
Maylands Avenue, Hemel Hempstead Industrial Estate
Hemel Hempstead
HP2 7TG
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MBKB LTD
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
- An apprenticeship includes regular training with a college or other training organisation
- At least 20% of your working hours will be spent training or studying
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
More training information
Person Specification skills required:
- Well developed written and verbal communication skills
- Attention to detail and accuracy whilst adhering to strict deadlines
- Strives to provide exceptional customer service
- Ability to multi-task, prioritise workload and use initiative
- Problem solving
- Numeracy skills
- Able to handle sensitive data and an ability to demonstrate professionalism, maturity and discretion
- Computer literacy including proficiency in using MS Office
- Able to work well within a team environment
- Able to demonstrate diplomacy
General:
- Must be able to identify with the aims and objectives of The Dispute Service Ltd
- Must be able to handle different tasks simultaneously and prioritise a heavy workload
- Must demonstrate good judgement and apply rules with fairness and impartiality
- Identify if a customer has accessibility support needs
- Take ownership of customer queries to a conclusion
- Must be able to achieve targets
- Have an understanding of KPIs and SLAs
- A flexible attitude to work is essential
- Receptive to changing environment
- A willingness to learn and develop professionally
Apprenticeship requirements:
- Must meet eligibility criteria for apprenticeship funding
- Commitment to completing the full apprenticeship programme
- Willingness to dedicate time to study and development
- GCSEs (or equivalent) in English and maths preferred (or willingness to work towards them if required)
Apprenticeship Responsibilities:
- Complete all requirements of the Customer Services Administration apprenticeship programme
- Attend and actively participate in training sessions, workshops, and reviews with the training provider
- Maintain a portfolio of evidence demonstrating learning and development
- Apply learning in the workplace to develop competence in business administration
Requirements
Essential qualifications
GCSE in:
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
- Presentation skills
- Administrative skills
- Number skills
- Analytical skills
- Logical
- Team working
- Creative
- Initiative
- Non judgemental
- Patience
- Physical fitness
About this employer
We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and
to provide dispute resolution services in relation to tenancy deposits. We now operate tenancy
deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in
Hemel Hempstead and our other offices in Glasgow and Belfast. In 2022 we also launched the New
Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and
customers at the heart of everything we do. With our proven success, it is necessary to expand our
team to ensure the services we offer continue to make a difference.
https://www.tenancydepositscheme.com/ (opens in new tab)
Company benefits
Cycle to work scheme, hybrid working arrangements (where Applicable)
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
- All job roles are advertsied internally and upon sucessful completion of the apprenticeship, the apprentice will be eligible for a suitable position within the company should there be a vacant role
Ask a question
The contact for this apprenticeship is:
MBKB LTD
Nicki Bevan
recruit@mbkbgroup.com
The reference code for this apprenticeship is VAC2000039900.
Apply now
Closes in 20 days (Tuesday 21 July 2026 at 11:59pm)