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.\n\nAs a Customer Service Apprentice, you will be:\n\nBased within our stations across the ScotRail network.\nEnsuring a smooth and efficient customer journey.\nProviding excellent customer service and support to passengers.\nAssisting with ticket purchases and enquiries.\nMaintaining a safe and secure environment for all.\nThis 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.\n\nThis apprenticeship programme requires working various shifts to gain a comprehensive understanding of the industry's operational needs. 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.\n\nThis role offers you the exciting opportunity to:\n\nDevelop Core customer service skills: This includes effective communication, conflict resolution, problem-solving, and building rapport with customers.\nYou'll learn how to efficiently manage passenger flow, verify tickets, and provide information and assistance to passengers.\nGain rotations in other areas of Customer Operations, such as booking offices and ticket examiner roles.\nDevelop your skills and knowledge through a structured apprenticeship programme, leading to a Diploma in Customer Services qualification\nWork as part of a supportive team in a dynamic and fast-paced environment.\nContribute to the success of Scotland's Railway, helping people connect with their destinations across the country.\nYour time will be divided between gaining real life workplace experience with ScotRail and allocated time each week to complete your qualification. 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.\n\nAs a minimum, applicants should have relevant skills, qualifications and/or experience at SCQF Level 4 (or above) including English.\n\n(Many of you might know what the SCQF Framework is but if you donât, we have included a link to the framework to allow you to find out what level you are working at â https://scqf.org.uk/about-the-framework/interactive-framework/\n\nCandidates should have:\n\nAn interest in working in customer service.\nA willingness to learn.\nA willingness to complete a 12-month apprenticeship.\nA willingness to attend regular reviews to discuss your progress and development.\nA willingness to attend internal training (and external training if required) and taking responsibility, with support, to collect the evidence required for your e-learning Portfolio.