At a Glance
- Tasks: Support customer communications and manage service disruptions in a dynamic transport environment.
- Company: Join one of the UK's largest independently owned bus and coach operators.
- Benefits: Gain a Level 3 qualification while earning and developing your career.
- Other info: Permanent role with opportunities for growth after apprenticeship completion.
- Why this job: Make a real difference in public transport and enhance community connections.
- Qualifications: GCSE in English and Maths at grade 4 or higher required.
The predicted salary is between 18500 - 25000 £ per year.
About Transport Made Simple is one of the UK’s largest independently owned bus and coach operators. Our vision is to deliver reliable, sustainable public transport, which meets the needs of the communities we serve, whilst being a great place to work too. We’re a team of 800 colleagues, with a fleet of 400 buses, coaches and minibuses, and we operate from a strategic network of depots across East Anglia, the Midlands and Greater London.
The team in Diss is looking to recruit for a Customer Service Specialist Apprentice.
Main roles and responsibilities:
- Liaise closely with Service Controllers, and ensure that network disruptions, cancellations and diversions are uploaded promptly and accurately online.
- Support the management of customer communications via WhatsApp channels, helping to develop a structured approach that keeps information relevant.
- Respond to customer emails relating to bus services, timetables, delays and complaints in a professional and timely manner.
- Where passengers require live travel support, liaise with operational colleagues to establish accurate information and relay this clearly to the customer.
- Proactively brief the Senior Leadership Team and other colleagues on incidents that are likely to generate high volumes of customer contact or pose reputational risk.
- Support the Stakeholder Engagement Lead with engagement with affected communities and stakeholders where disruption may lead to negative sentiment, helping to provide clear and timely information before concerns escalate.
- Produce and distribute clear, concise staff notices and customer communications for simpler planned road closures, ensuring these are issued in date order and shared with relevant stakeholders, under the supervision of the Commercial Information Manager.
- Liaise with operational managers, and use internal systems, to support fact-finding investigations into complaints relating to network disruption or driver conduct.
- Monitor incoming emails from Local Authorities, town councils and event organisers regarding road closures and other network impacts.
Entry requirements:
- GCSE (or equivalent) pass in English and Maths at grade 4 or higher.
Skills required:
- Logical
Training to be provided:
The learner will be studying the Customer Service Specialist Level 3 Apprenticeship Standard qualification.
Things to consider:
Sundays are not currently part of the working week for this role, but may be added in the future. You can obtain a Level 3 Customer Service Specialist Apprenticeship qualification and gain direct, hands-on experience within a live Operations Control Centre environment. This is a permanent role, offering the opportunity to continue developing within the business following successful completion of the apprenticeship.
Closing Date: The closing date for this job offer is on 05/06/2026.
Apprentice Customer Information Controller - Transport Made Simple in Diss employer: Futures Job Shop 002
Transport Made Simple is an exceptional employer, offering a supportive and dynamic work environment where apprentices can thrive. With a commitment to employee growth, you will gain hands-on experience in a live Operations Control Centre while pursuing a Level 3 Customer Service Specialist Apprenticeship. Our culture prioritises teamwork and community engagement, making it a fulfilling place to contribute to sustainable public transport across East Anglia, the Midlands, and Greater London.
StudySmarter Expert Advice🤫
We think this is how you could land Apprentice Customer Information Controller - Transport Made Simple in Diss
✨Tip Number 1
Get to know the company! Research Transport Made Simple and understand their values and mission. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Customer Service Specialist Apprentice, you'll be dealing with customers regularly. Role-play scenarios with friends or family to get comfortable responding to queries and complaints.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to public transport. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about joining the Transport Made Simple team.
We think you need these skills to ace Apprentice Customer Information Controller - Transport Made Simple in Diss
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us know why you’re excited about working in customer service. Share any experiences you've had that show your commitment to helping others, as this is key for the role!
Be Clear and Concise:We appreciate straightforward communication! Make sure your application is easy to read and gets straight to the point. Use bullet points if it helps highlight your skills and experiences.
Tailor Your Application:Take a moment to customise your application for this specific role. Mention how your skills align with the responsibilities listed in the job description, especially around handling customer communications and network disruptions.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Futures Job Shop 002
✨Know the Company Inside Out
Before your interview, make sure you research Transport Made Simple thoroughly. Understand their vision for reliable and sustainable public transport, and be ready to discuss how you can contribute to that mission. This shows genuine interest and helps you connect your skills to their goals.
✨Prepare for Customer Scenarios
Since the role involves customer service, think of examples from your past experiences where you've handled customer queries or complaints effectively. Be ready to explain how you would manage situations like network disruptions or customer communications, as this will demonstrate your problem-solving skills.
✨Practice Clear Communication
As you'll be liaising with various stakeholders, practice articulating your thoughts clearly and concisely. You might want to simulate a scenario where you have to relay important information about service disruptions. This will help you feel more confident during the actual interview.
✨Show Enthusiasm for Learning
Since this is an apprenticeship role, express your eagerness to learn and grow within the company. Talk about your willingness to take on new challenges and how you plan to apply the knowledge gained from the Customer Service Specialist Level 3 Apprenticeship to benefit the team.
