Customer Experience Improvement Apprentice

We Manage Jobs(WMJobs); Birmingham; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

A dynamic public transport organization in Birmingham seeks a Customer Experience Improvement Apprentice. This two-year fixed-term role offers Level 3 Customer Service Specialist apprenticeship while providing hands-on experience. Duties include assisting the Customer Experience team, conducting surveys, and supporting improvement initiatives. Ideal candidates should have GCSEs in English and Maths, strong communication skills, and a positive attitude. The position offers a supportive environment and mentoring from experienced professionals, with the majority of work time spent in the office.

Benefits

Real Living Wage

Mentoring and training

Supportive work environment

Qualifications

• Demonstrate inquisitiveness and a problem-solving mindset.
• Ability to work independently and collaboratively.
• Willingness to learn and a positive attitude.

Responsibilities

• Assist the Customer Experience team with day-to-day tasks.
• Help deliver customer satisfaction surveys and analyze feedback.
• Support research and improvement initiatives.

Skills

Communication skills

Problem-solving

Attention to detail

Teamwork

Education

GCSEs in English and Maths (Grade 4/C or above)

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Are you passionate about delivering great customer service and eager to start your career in a dynamic, forward‑thinking organisation? Join Transport for West Midlands (West Midlands Combined Authority) as a Customer Experience Improvement Apprentice and gain hands‑on experience while working towards a nationally recognised qualification.

What’s in it for you?

• A Level 3 Customer Service Specialist apprenticeship.
• Practical experience supporting projects that improve customer experience.
• Mentoring and training from experienced professionals.
• Opportunities to develop skills in communication, problem‑solving, and teamwork.
• A supportive, inclusive environment where your ideas matter.

What will you be doing?

• Assist the Customer Experience team with day‑to‑day tasks and projects.
• Help deliver customer satisfaction surveys and review feedback.
• Support research and improvement initiatives.
• Provide administrative support for meetings and events.
• Learn to use digital tools and systems to manage workflows.
• Build positive relationships with colleagues, partners, and customers.

What we’re looking for

We’re looking for someone to demonstrate inquisitiveness – a true problem solver who can work both independently and as part of a team. If you’re passionate about people and providing a service, we want to hear from you! Aside from this, you’ll also need:

• GCSEs in English and Maths (Grade 4/C or above) or equivalent.
• A positive attitude, curiosity, and willingness to learn.
• Good communication skills and attention to detail.
• Ability to work collaboratively and manage time effectively.
• Basic awareness of Microsoft Office (Word, Excel, Outlook).

Check out our job description for the rest of the essential criteria

Please note, this will be a two‑year fixed‑term contract.

Location

The location for this role is 16 Summer Lane, Birmingham, B19 3SD. WMCA offers hybrid and flexible working, but for this post we envisage the majority of the week spent in the office (e.g. 4 days) so you can gain valuable insight with our experienced colleagues.

How to apply

Ready to take the next step? When you click apply, you will be taken to a website to submit your application.

Real Living Wage

We are committed to paying our apprentices the Real Living Wage as opposed to the Minimum Apprenticeship Wage.

Why join WMCA?

WMCA is laser‑focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home.

We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it’s needed most. What you do really matters. Your expertise will help make a big difference, improving people’s lives, every day.

Creating an inclusive workplace

WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with ‘Leader’ status, committed to interviewing applicants with disabilities who meet all the essential role criteria.

We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and supports fair opportunities for all.

We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don’t fit the traditional "perfect candidate" mould.

We gladly consider part‑time, flexible, and job share arrangements, so please don’t let these factors deter you from applying.

Right to Work in the UK

Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non‑UK applicants

Non‑UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).

Attached documents

Customer Experience Improvement Apprentice JD.docx