Arcade Customer Service Apprentice (Arcadia Darlington)

Arcadia Darlington

Darlington (DL3 7LX)

Closes on Friday 25 September 2026

Posted on 20 August 2026

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Summary

Arcadia Darlington seek a Customer Service Practitioner Level 2 Apprentice. Support guests across VR stations, racing sims, Xbox/PlayStation zones, Escape Rooms, parties and our Bar/Café. Learn great customer service, safety, teamwork and venue operations in a fun, fast-paced setting.

Wage

£15,600 for your first year, then could increase depending on your age

National Minimum Wage rate for apprentices

Minimum wage rates (opens in new tab)

Training course
Customer service practitioner (level 2)
Hours
Shifts are scheduled during the following hours: Tuesday to Friday: 3:00pm to 10:30pm Saturday: 9:30am to 10:30pm Occasional Sunday shifts may be required to support private parties.

37 hours 30 minutes a week

Start date

Monday 28 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

As an apprentice you will support guests across all activities, helping to create memorable experiences in a fun, fast‑paced environment while developing core customer service skills.

  • Welcoming customers and providing excellent customer service
  • Supporting guest check-ins, issuing wristbands, and managing general guest flow
  • Assisting with arcade floor operations, including basic machine checks and resets
  • Serving drinks and snacks at the bar under supervision
  • Maintaining cleanliness and presentation of the bar, café and arcade areas
  • Supporting birthday parties and group bookings, including room setup and hosting
  • Assisting with queue management and time-slot organisation
  • Helping set up and close down areas at the start and end of the day
  • Following all health & safety and safeguarding procedures
  • Helping guests navigate VR stations, simulators and gaming equipment
  • Ensuring a welcoming, safe and inclusive environment for guests of all ages

Where you'll work

84 Skinnergate
Darlington
DL3 7LX

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

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.

More training information

Training will be provided to achieve the following qualifications:

  • Level 2 Customer Service Practitioner L2 Standard
  • Functional Skills in maths and English (as required)
     

Training will take place weekly, on a day release basis, at Darlington Borough Council Learning & Skills training centre (DL1 1NG) or remotely.  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 standards. 

Requirements

Essential qualifications

GCSE in:

  • English (grade 1+/G+)
  • maths (grade 1+/G+)

Desirable 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
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Presentation skills
  • Logical
  • Team working
  • Creative
  • Initiative
  • Non judgemental
  • Patience

Other requirements

Training will be delivered at our training centre in Darlington (DL1 1NG) and you will need to make your own way there. Travel to and from the employer, based 84 Skinnergate, Darlington DL3 7LX.

Must be available for weekend work.

About this employer

Arcadia Darlington is a multi‑level gaming and entertainment destination bringing an entirely new leisure experience to the heart of the town. Spread across two vibrant buildings on Skinnergate and High Row, Arcadia offers an unmatched mix of attractions including virtual reality stations, free‑roam VR adventures, high‑spec racing simulators, sports simulators, retro arcade classics, and modern Xbox and PlayStation gaming zones. Guests of all ages can enjoy the lively atmosphere while taking advantage of the on‑site bar and café, designed as a social hub for families, gamers, and groups to relax between activities.

In addition to its gaming floors, Arcadia has quickly become a top destination for celebrations with three children’s party packages, private party spaces, and a calendar of group events and after‑school activities. The venue blends cutting‑edge technology with nostalgic arcade energy, offering unlimited fun in a colourful, high‑impact environment built for exploration and excitement. Whether visiting for a quick session, a full family day out, or a birthday party to remember, Arcadia delivers a unique and immersive entertainment experience that keeps guests returning again and again.

https://arcadiadarlington.co.uk/ (opens in new tab)

After this apprenticeship

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

  • Successful completion could lead to full-time employment and further training

Ask a question

The contact for this apprenticeship is:

DARLINGTON BOROUGH COUNCIL

Graham Curry - Learning & Skills Darlington

graham.curry@Darlington.gov.uk

07949845325

The reference code for this apprenticeship is VAC2000049042.

Apply now

Closes on Friday 25 September 2026