Apprentice Customer Service Assistant

Wage: £15,392 a year
Training course: Customer service practitioner (level 2)
Hours: The working hours will be shifts within the opening times below:
Start date: Monday 27 April 2026
Duration: 1 year
Positions available: 1

Summary

An exciting 12‑month opportunity is available with the Darlington Hippodrome Box Office. We’re seeking someone eager to learn and provide a warm welcome. You’ll support customers in person, by phone, and by email, gaining valuable experience in customer service, systems, and busy front‑of‑house work.

Wage £15,392 a year Check minimum wage rates (opens in new tab) Training course Customer service practitioner (level 2) Hours The working hours will be shifts within the opening times below: Mon - Saturday 10am - 6pm on non-show days Mon - Saturday 10am - 8.30pm on show days Sunday occasional hours between 12pm - 8pm 37 hours a week Start date Monday 27 April 2026 Duration 1 year Positions available 1

What you'll do at work

As an Apprentice Customer Service Assistant, your day-to-day duties will include, but are not limited to:

Facilitate the sale of tickets, gift vouchers, memberships, donations and supplementary items, using Spektrix, a cloud-based ticketing software. Ensure that the Spektrix database is kept up to date to enable the marketing team to make effective communication with customers via email, telephone and mail. Follow established procedures to ensure the security and confidentiality of cash, cheque, credit and debit card transactions and customer data. Monitor the Hippodrome’s box office email account and respond to queries received via this channel. Make outgoing calls to groups to chase payment for outstanding reservations. Take responsibility for the attractive presentation of working areas, including a daily check and update displays of leaflets and posters. Maintain the system for recording receipt and despatch of lost property. Record and communicate customer feedback and pass any complaints to a senior member of staff. Work across multiple box office sites; Hippodrome main box office, stage door, Hullabaloo and mobile box office. Ensure that a high standard of customer service is delivered at all times.

Where you'll work

The HippodromeParkgateDarlingtonDL1 1RR

Training

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

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/orDepending 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

Training will be provided to achieve the following qualifications:

Level 2 Customer Service Practitioner Apprenticeship Standard

Training will take place periodically at our training centre (DL1 5PT). 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 standard.

Essential 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 skillsIT skillsAttention to detailOrganisation skillsCustomer care skillsProblem solving skillsAdministrative skillsNumber skillsAnalytical skillsLogicalTeam workingNon judgementalPatience

About this employer

Darlington Hippodrome is a beautiful Edwardian theatre, rooted in the local community and is the jewel in Darlington's crown. The Theatre offers a varied programme of the highest quality theatre, opera, comedy, music and dance touring nationally, as well as its much-loved annual family pantomime. Darlington Hippodrome are searching for a dynamic individual who is looking towards a career in customer service or within the Arts Industry to join them as Apprentice Customer Services Assistant to become an integral part of the box office team.

http://www.darlingtonhippodrome.co.uk (opens in new tab)

Company benefits

Benefits include 31 days’ leave, pension scheme, flexi-time, enhanced family leave, green car & cycle schemes, physio, counselling, training, & travel discounts.

After this apprenticeship

Successful completion of this apprenticeship could lead to:

Learner could progress to:

Level 3 Business Administrator Apprenticeship Level 3 Customer Service Specialist Apprenticeship Full time employment