Customer Service Specialist Apprentice
THE DISPUTE SERVICE LIMITED
Hemel Hempstead (HP2 7TG)
Closes in 14 days (Friday 14 August 2026 at 11:59pm)
Posted on 27 July 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).
- Wage
-
£19,474 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, cycle to work scheme, hybrid working arrangements (where Applicable)
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday to Friday, 9.00am - 5.00pm (35 hours).
35 hours a week
- Start date
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Thursday 20 August 2026
- Duration
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1 year 6 months
- Positions available
-
2
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
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.
Principal Responsibilities:
- 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
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.
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
Tenancy Deposit Scheme is a government approved tenancy deposit protection scheme in England and Wales operated by TDS Group, the UK’s leading provider of deposit protection and resolution services.
There is a legal requirement for landlords and letting agents to protect deposits on qualifying private rented sector tenancies. We provide both insurance-backed and custodial tenancy deposit protection with free, impartial dispute resolution for when disagreements arise over how the money is divided.
Tenancy Deposit Scheme is the longest running and largest government-approved deposit protection scheme backed by RICS, Propertymark, and the NRLA. We are the only profit-for-purpose scheme, operating as a voluntary, community and social enterprise (VCSE), so we can reinvest for the industry and our customers.
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 advertised internally and upon successful 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 VAC2000044848.
Apply now
Closes in 14 days (Friday 14 August 2026 at 11:59pm)