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- Tasks: Learn and develop customer service skills across various roles in a dynamic railway environment.
- Company: Join GWR, the proud custodian of Brunel's prestigious railway network.
- Benefits: Earn while you learn with competitive pay and vocational training opportunities.
- Why this job: Make train travel enjoyable for customers while gaining valuable experience.
- Qualifications: Must be over 16 with GCSEs in Maths and English or equivalent.
- Other info: Inclusive workplace with opportunities for personal growth and the Duke of Edinburgh Business Gold Award.
The predicted salary is between 10300 - 13800 £ per year.
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.
Job Description
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.
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.
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
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.
Equal Employment Opportunity: GWR is an equal opportunities employer.
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Customer Service Apprentice employer: Great Western Railway - Apprenticeships
Contact Detail:
Great Western Railway - Apprenticeships Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Apprentice
✨Tip Number 1
Get to know GWR! Research the company culture and values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, try role-playing common scenarios with friends or family. The more comfortable you are, the better you'll shine in interviews.
✨Tip Number 3
Network like a pro! Connect with current or former GWR employees on LinkedIn. They can provide insider tips and might even give you a heads-up about upcoming opportunities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the GWR family. Don’t miss out!
We think you need these skills to ace Customer Service Apprentice
Some tips for your application 🫡
Be Yourself: When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for customer service and your eagerness to learn.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role. Mention any relevant experience or qualifications that make you a great fit for the Customer Service Apprentice position.
Check Your Details: Before hitting that submit button, double-check all your information. Typos and errors can make a bad impression, so take a moment to ensure everything is accurate and polished.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the info you need about the role there!
How to prepare for a job interview at Great Western Railway - Apprenticeships
✨Know Your Stuff
Before the interview, make sure you understand GWR's mission and values. Familiarise yourself with their services and recent developments in the railway industry. This will show your genuine interest and help you answer questions more confidently.
✨Show Off Your People Skills
As a Customer Service Apprentice, you'll be working closely with customers and colleagues. Prepare examples of how you've successfully communicated or resolved issues in the past. This will demonstrate your ability to handle customer interactions effectively.
✨Dress for Success
Even if the role is casual, dressing smartly can make a great first impression. Opt for clean, professional attire that reflects your enthusiasm for the position. It shows respect for the interview process and the company.
✨Ask Thoughtful Questions
Prepare a few questions to ask at the end of your interview. This could be about the training opportunities or what a typical day looks like for an apprentice. It shows you're engaged and eager to learn more about the role and the company.