Customer Service Apprentice

Great Western Railway - Apprenticeships; England; On-site; GBP 13,000 - 24,000; Full time

Job summary

A leading transport company is seeking a Customer Service Apprentice in the UK. The role includes on-the-job training, various station duties, and opportunities to earn qualifications. The salary starts at £23,005 for those over 18. Suitable candidates will have good communication and teamwork skills and must be over 16 with GCSEs in Maths and English. This apprenticeship lasts for 18 months, starting on 9th March 2026.

Benefits

Vocational training

Duke of Edinburgh Business Gold Award

Team building events

Qualifications

• Must be over 16 years old and live within one hour of the chosen location.
• Have GCSEs (or equivalent) in Maths and English.
• Commitment to learning and developing customer service skills.

Responsibilities

• Experience various on-board and station work placements.
• Attend training sessions and earn qualifications.
• Participate in Duke of Edinburgh Business Gold Award.

Skills

Communication skills

Teamwork

Customer service skills

Enthusiasm to learn

Education

GCSEs in Maths and English

Job description

Pay: Starting Salary Under 18's is £13,785 / Starting Salary for Over 18's is £23,005

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world and with the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall to Bristol, South Wales and London, passing through beautiful country and some of the UK's top tourist destinations.

We're changing the way people think about train travel, enabling our teams to make it a great experience for our customers. Together, we will restore the railways as a very special way to travel – friendly, relaxing, fast, and efficient and fun.

Job Description

As a Customer Service Apprentice at GWR, you'll train and learn, while you earn. You'll get an opportunity to experience a variety of on board and station work placements including Station Operations, Gateline, Customer Host, Ticket Office and Revenue Protection where you'll gain real customer service skills. You will have lots of opportunity to learn from our experienced colleagues and our academic partners.

Who are you?

You'll enjoy working with people, both customers and colleagues, have great communication and team working skills. You'll bring with you your enthusiasm to learn and a commitment to broadening your knowledge and understanding.

Essentially, you must be over 16 years of age, live within one hour of your chosen location, and have GCSEs (or equivalent level 1 qualification (or predicted) results) in Maths and English.

Our scheme offers vocational training, development sessions, team building events and on-the-job training. You'll get the opportunity to attain a Passenger Transport Level 2 qualification.

You'll also undertake the Duke of Edinburgh Business Gold Award. To achieve the Award isn't a competition or about being first – it's about setting personal challenges and pushing personal boundaries.

GWR is a place where you can truly be your unique self, thrive and be part of an awesome family.

As an Apprentice, you will be contracted to work 35 hours per week. Shifts will start no earlier than 07:00 hours and finish no later than 20:00 hours. You must be able to get to your base location under your own steam by 07:00 hours should public transport not be available. The working week is Monday through Saturday, with a rest day and study day during this period. During periods of training, overnight stays may be required.

The apprenticeship scheme starts on 9th March 2026 and is for 18 months.

Recruitment Process

The recruitment process will involve:

• Completion of your online application form
• A series of online testing
• If short listed, you will be invited to attend a selection event scheduled 15th, 17th, 18th and 19th November 2025, depending on which location you have applied for.
• The closing date for applications is midnight 24th October 2025

The salary details are as follows:

Starting Salary for Under 18's is £13,785 / Starting Salary for Over 18's is £23,005

Equality and Diversity

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please contact the Recruitment Team [e-mail]

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