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Arcade Customer Service Apprentice (Arcadia Darlington)
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Customer Service Practitioner Level 2 Apprentice
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.
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
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
- Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
- 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.
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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.
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
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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 Arcadia Darlington
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)
Your earnings
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Progression
Successful completion could lead to full-time employment and further training.
Contact
The contact for this apprenticeship is:
DARLINGTON BOROUGH COUNCIL
Graham Curry - Learning & Skills Darlington
graham.curry@Darlington.gov.uk
07949845325
Reference code
The reference code for this apprenticeship is VAC2000049042.
Closing date
Closes in 4 days (Friday 25 September 2026 at 11:59pm)
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