Customer Services Apprentice

Dartford Borough Council

Kent (DA1 1DR)

Closes in 13 days (Tuesday 1 September 2026 at 11:59pm)

Posted on 17 August 2026

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Summary

An exciting opportunity has arisen within Dartford Borough Council for 2 Customer Service Apprentices. You will be the Councils first point of contact for face to face, telephone, email and webchat enquiries for many of our key services and be given an excellent opportunity to develop existing customer service skills.

Wage

£15,392 to £24,454.04, depending on your age

National Minimum Wage

Minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday- Friday Shifts to be confirmed

37 hours a week

Start date

Monday 14 September 2026

Duration

1 year 3 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

  • Deal with enquiries over the phone, webchat and email
  • Cheque Processing
  • Scanning and indexing documents 

Where you'll work

Civic Centre
Home Gardens
Dartford
Kent
DA1 1DR

Training

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

Training provider

QUEST TRAINING SOUTH EAST 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

All training is work-based (no college)

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
  • Logical
  • Team working

About this employer

  • Dartford Borough Council is committed to making Dartford a great place to live, work and visit. The Council delivers a wide range of essential local services, including housing, planning, environmental services, parks and leisure, waste collection, and community support. As a forward-thinking and inclusive employer, Dartford Borough Council offers excellent training and development opportunities, helping employees build rewarding careers while making a positive difference to the local community.

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

  • Progression into a full-time role 

Ask a question

The contact for this apprenticeship is:

QUEST TRAINING SOUTH EAST LTD

The reference code for this apprenticeship is VAC2000048714.

Apply now

Closes in 13 days (Tuesday 1 September 2026 at 11:59pm)