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Location: Various Edinburgh & Glasgow Job Type: Apprenticeship What you need to know: Closes 1/02/2026 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. 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:
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 – https://scqf.org.uk/about-the-framework/interactive-framework/ 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 vocational qualification. This role offers you the exciting opportunity to:
Please note that due to the volume of interest received these vacancies could close prior to the published date. Selection Process Candidates short-listed will be invited to attend a selection interview. All offers are subject to passing our pre-employment checks which include a criminal record check, medical and referencing. Equal Opportunities ScotRail is six 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 background. |
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