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Modern Apprenticeship – Customer Service Duration: 12 months fixed term Location: Edinburgh Waverley Salary: £19901 Start Date: Starts August 2024 Build a career to be proud of with a ScotRail Modern Apprenticeship . With more...

Modern Apprenticeship – Customer Service

Duration: 12 months fixed term

Location: Edinburgh Waverley

Salary: £19901

Start Date: Starts August 2024

Build 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.  We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035. 

ScotRail 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. 

The Opportunity

We 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. You'll be the first point of contact for many passengers, and your friendly and helpful demeanour will be essential in creating a positive first impression.

As a Customer Service Apprentice, you will be:

Based within our stations across the ScotRail network.
Ensuring a smooth and efficient customer journey.
Providing excellent customer service and support to passengers.
Assisting with ticket purchases and enquiries.
Maintaining a safe and secure environment for all.

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 Person

To 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.  Whether you're coming straight from school, further education or are already in employment, we would love to hear from you.

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 –

Candidates should have:

An interest in working in customer service.
A willingness to learn.
A willingness to complete a 12-month apprenticeship.
A willingness to attend regular reviews to discuss your progress and development.
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 SVQ.

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.
  • You'll learn how to efficiently manage passenger flow, verify tickets, and provide information and assistance to passengers.
  • 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.
  • Work as part of a supportive team in a dynamic and fast-paced environment.
  • Contribute to the success of Scotland's Railway, helping people connect with their destinations across the country.

Your time will be divided between gaining real life workplace experience with ScotRail and allocated time each week to complete your qualification.


We also have a range of benefits for our employees including:

  • Contributory Final Salary Pension scheme
  • Free and reduced rate rail travel for you and your family, where applicable
  • Generous holiday allowance
  • Hapi benefits package, offered to everyone at ScotRail.

You can discover all our benefits here -

We’re committed to creating a workplace culture that embraces diversity, inclusion and belonging for everyone -

The selection process:

Submit your application – be sure to spend enough time on it, taking your time to explain why you would like to be a Customer Service Apprentice. Research the role before applying and check your application for any errors before you submit it as well.

If successful, the next stage will be an interview with the hiring manager.
The final stage for successful candidates will be a medical questionnaire and Disclosure Scotland. You’ll then be asked to provide at least 2 satisfactory references. At this point you’ll be welcomed on board.



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