Customer Services Apprenticeship

Duration: 12 monthsStart Date: August 2025Build a career to be proud of with a ScotRail Modern Apprenticeship.With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. The OpportunityWe are seeking a motivated and enthusiastic individual to join us as a Customer Service Apprentice in our Customer Operations Team.Your core role will be as a Customer Service Assistant, predominantly based at our stations' Gateline. This is the frontline of our customer service operation, where you will play a vital role in ensuring a smooth and efficient customer journey. As a Customer Service Apprentice, you will be:* Based within our stations across the ScotRail network.* Providing excellent customer service and support to passengers.* This is a fantastic opportunity to gain valuable experience in the world of rail travel while earning a qualification and building a rewarding career with ScotRail.This apprenticeship programme requires working various shifts to gain a comprehensive understanding of the industry's operational needs.The PersonTo follow health and safety requirements and regulations and funding criteria, this apprenticeship is open to people aged 18 to 24 and people up to age 29 who identify as having a disability or who are care experienced. As a minimum, applicants should have relevant skills, qualifications and/or experience at SCQF Level 4 (or above) including English.(Many of you might know what the SCQF Framework is but if you don’t, we have included a link to the framework to allow you to find out what level you are working at – should have:* An interest in working in customer service.* A willingness to complete a 12-month apprenticeship.* A willingness to attend internal training (and external training if required) and taking responsibility, with support, to collect the evidence required for your SVQ Portfolio.What can you expect from your apprenticeship?To develop skills, knowledge, and experience in all relevant aspects of Customer Service. This will be through on the job training, attending regular meetings with the mentor and assessor leading to the successful completion of a relevant vocational qualification.This role offers you the exciting opportunity to:* Develop Core customer service skills: This includes effective communication, conflict resolution, problem-solving, and building rapport with customers.* Gain rotations in other areas of Customer Operations, such as booking offices and ticket examiner roles.* Develop your skills and knowledge through a structured apprenticeship programme, leading to a Customer Service SVQ qualification.* Contribute to the success of Scotland's Railway, helping people connect with their destinations across the country.The final stage for successful candidates will be a medical questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period. Training initially involves attendance on our virtual Induction Training Programme.Equal OpportunitiesScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.