Railway, Train, Transportation, Vehicle, Locomotive

Quest Apprenticeship – Customer Service Specialist

  • 020977
  • Reading, Bristol, Oxford, Westbury, Gloucester, Exeter & London, United Kingdom
  • Temporary
  • Great Western Railway
  • 20 months

Quest apprenticeships allow colleagues to gain new skills, knowledge and nationally accredited qualifications.  Study is mainly online with Exeter college.  There is no change to your terms and conditions and you study alongside your current role. 

The start date for this apprenticeship is 25 March 2024.

Who is the apprenticeship suitable for?

This apprenticeship is aimed at colleagues who are experts in customer service, often acting as a referral point for dealing with more complex customer requests, complaints, and queries.  

Topics covered include:

  • Business knowledge and understanding
  • Customer journey
  • Customer needs and insights
  • Providing positive customer experience
  • Culture and environment awareness
  • Service delivery
  • Service improvement

What's in it for me?

You will develop the knowledge, skills and behaviours which will set you in good stead for your progression.  As an expert in your organisation's products and/or services, you will also become confident in sharing your knowledge with colleagues to support their development, all whilst gaining a nationally recognised qualification.

Study will be online with some face-to-face sessions.  You will be required to be released for learning for two days a month, and in addition you should also expect to study and complete assignments in your own time.  The programme will last approximately 20 months.  Once training has been concluded there will be an End Point Assessment.

As part of the programme, colleagues without English or Maths Functional Skills Level 1 (or equivalent) will be supported by Exeter College to achieve these.  You will also be given the opportunity to study for Level 2 English and Maths as part of this Apprenticeship.  Tuition is through our team of friendly tutors and will be online with some face-to-face sessions.  This will require additional release from duty.

Our delivery partner

The programme will be delivered by Ofsted Outstanding Exeter College through a mix of face to face and on-line delivery, as well as online support and eight weekly reviews.  Tutors from Exeter College will work with you to prepare you for the End Point Assessment.

Applicants will be required to complete an application form and if short listed, a short on-line information session with the college tutor. 

Please note, as part of the short-listing process, your application form will be shared with Exeter College.

Remember

·         Study is online and you will only need to occasionally travel to Exeter college

·         There is no upper age limit for apprenticeships

·         Your terms and conditions don't change – you stay in your current role.

Click on the link or QR code below to find out more about the Apprentice Standard and what you can expect to learn.

https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist-v1-0

For further information please contact:

Central - Sarah Elkins, Coach and Mentor on 07788 153841

West - Adele Wheeler, Coach and Mentor on 07525 275374

East - Ekaterina Cherkasenko, Coach and Mentor on 07590 601119

Andrew Hughes, Regional Apprentice Manager on 07734 814939

 In case of technical difficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com

 We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. 

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity

Apply now

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Job benefits

benefit

Free GWR travel

benefit

Cash back with Health Shield

benefit

Cycle to work scheme

benefit

Employee assistance programme

benefit

Pension scheme

High street and lifestyle discounts

benefit

Other rail discounts

Terminal, Handbag, Railway, Train, Train Station, Person, Adult, Male, Man, Jacket

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