Customer Relations Apprentice | Prentis Cysylltiadau Cwsmeriaid - Pontypridd, Wales

Salary: National Living Wage

Contract type: this is a two-year fixed-term contract

Note: You must hold the relevant right to work in the UK for the duration of the Apprenticeship Academy. We are not currently able to provide sponsorship.

Our Apprenticeship Academy

Whether you’re making your first transition into employment or changing careers and would like the opportunity to gain further qualifications without following the traditional educational route, an apprenticeship with us could be just the ticket to help you achieve your career goals and aspirations. We firmly believe that everybody deserves opportunities to access apprenticeships and our aim is moving towards a diverse organisation at all levels. We want to be fully representative of our diverse communities across Wales.

The Role

To support the delivery of a positive and consistent customer experience by assisting with the management of customer enquiries, feedback, and complaints, and contributing to service improvement. The Customer Relations Apprentice will rotate across relevant business areas, in order to develop a broader understanding of operational activity and requirements.

Role responsibilities

• You’ll professionally handle escalated contact centre calls, resolving issues at first contact where possible and escalating complex concerns to the appropriate teams or senior members of the team, ensuring all cases are handled effectively and in line with company policies.
• You’ll produce high-quality written responses to our customers by following our company tone, timescales, and content guidelines to craft clear and accurate communications to ensure all customer responses meet our quality standards and deliver a consistent experience.
• You will support the investigation of customer cases, by using a variety of methods, such as liaising with other internal departments, industry stakeholders and utilising industry systems, to build greater understanding of the contact circumstance.
• You’ll provide an engaging and informative interactive experience for customers via online media platforms by responding to messages and posting key updates in a friendly and approachable manner, aligned with our brand voice to support the delivery of our wider social media strategy and strengthen customer engagement.

Who we’re looking for

• Ability to work to targets within a fast-paced environment with multiple priorities.
• Good time management and organisational skills.
• Pass the testing within the initial application process. This testing is used to uncover alignment to our values, behaviour and core apprentice attributes.
• You’ll need to be available to start the Apprenticeship Scheme in early September 2026.

Is it right for me?

To help you decide, have a think if these apply to you. Most of our apprenticeships are open to anyone over the age of 16 and there’s no upper age limit. Please note that for safety critical roles the minimum age will be higher.

You must not have already achieved a similar or higher-level qualification in the apprenticeship role you have applied for. For example, if you have a degree in Engineering, you will not be eligible to apply for an Engineering apprenticeship. However, you could apply for another apprenticeship in a different profession, such as Finance.

You will not be eligible for an apprenticeship if you are enrolled in/studying towards another qualification, as the apprenticeship is a full-time role with study commitments.

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application. TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

Equal Opportunities

We’re changing the way the transport industry looks. By celebrating and embracing differences, we’re building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.

Who we are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We’re building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

Next steps

See attached Job Description for further details and how to apply. Once you’ve submitted your application, we’ll invite you to a friendly and relaxed assessment day, followed by a final interview. We’re a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful. This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible. At TfW, we’re looking to see your skills, potential, and enthusiasm. While we fully support the use of AI as a tool for learning, we want to assess applicants based on their own abilities. Therefore, applications must be completed without AI assistance. If AI content is identified, unfortunately, we won’t be able to consider the application.