Customer Service Apprentice - Central Region

FirstGroup Internal; Bristol; On-site; GBP 13,000 - 24,000; Full time

Job summary

A leading transport company in Bristol is looking for a Customer Service Apprentice who will train and learn while earning. This role involves experiencing various on-board and station work placements to gain valuable customer service skills. Candidates must be over 16, live close to the location, and have GCSEs in Maths and English. The apprenticeship scheme offers vocational training, a Passenger Transport qualification, and team-building events.

Benefits

Vocational training

Team building events

Real on-the-job training

Qualifications

• Must be over 16 years of age.
• Live within one hour of the chosen location.
• Possess GCSEs or equivalent qualifications.

Responsibilities

• Train and learn through various placements.
• Gain real customer service skills.
• Undertake the Duke of Edinburgh Business Gold Award.

Skills

Communication skills

Teamwork

Enthusiasm to learn

Education

GCSEs in Maths and English

Job description

About the role

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.

Essential qualifications

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

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.

Apprentice working hours

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.

Apprenticeship programme

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

Recruitment process

• Completion of your online application form
• A series of online testing
• If shortlisted, 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

Salary

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

Contact

Donna Perry, Regional Apprentice Manager – 07702670680
Laura Maddison, Coach & Mentor - 07525583546
Adam Holloway, Coach & Mentor - 07713316189
Michael Gibbons, Coach & Mentor - 07970925004
For more information and queries regarding the application process, please contact the Recruitment Team [e-mail]

EEO statements

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 follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/