Customer Service Specialist Apprentice Skybreak

This is an exciting and varied role to start your career in a customer focused role within the travel industry. The main focus of this role will include engaging with passengers travelling through London Gatwick Airport to provide excellent customer service, ticketing, and sales assistance.

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Closing date: 01 May 2024

Apprenticeship summary

  • Annual wage


  • Working week

    37.5 Hours per week. Shift work of 4 on, 2 off shift pattern:2 x 06:00-13:30, 2 x 13:30-21:00 – two days off - includes weekends and bank holidays. Unpaid 30 minute break.

    Total hours per week: 37.5

  • Expected duration

    15 Months

  • Possible start date

    22 May 2024

  • Date posted

    26 Mar 2024

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    2 available

What you will do in your working day

Key responsibilities:

  • Customer engagement; assisting with customer enquiries online and via email, telephone, video/text chat in accordance with Company guidelines
  • Learning about the Aviation industry and airport partners.
  • Monitoring, responding and escalating passenger queries via social media platforms.
  • Responding and escalating airport passenger enquiries via email communication.
  • Assisting passengers with completion of pre-departure enquiries and services such as transport tickets and electronic visa submission.
  • Represent our airline clients by providing reservation support, ancillary collections and answering general enquiries
  • Providing passenger support in times of travel disruption, including delayed, cancelled and missed flight scenarios.
  • Carry out duties to support the Lost Property service including collections, re-uniting items and maintaining passenger communications
  • Learning multiple airline GDS reservations systems, including ticketing and revenue collections on behalf of our airline clients.

The training you will be getting

At the end of the course you will have achieved an advanced apprenticeship (level 3) in Customer Service.

You will complete the apprenticeship at the workplace during the agreed upon times for you to focus on your apprenticeship work (to be arrange with your employer in advance).

What to expect at the end of your apprenticeship

Once you have completed this apprenticeship you will have the opportunity to move into a full time role with this employer and potentially continue your professional development.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working


GCSE or equivalent English (Grade 4/C) Desired
GCSE or equivalent Maths (Grade 4/C) Desired

About the employer

Skybreak is a long-established family-owned company with more than 30 years’ experience in the Aviation and Travel industry, based at London Gatwick Airport. We are passionate about development and have 8 fully qualified staff members who started as apprentices.




Skybreak Desk,

Gatwick Airport Departures, South Terminal

Gatwick Airport


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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Customer service specialist

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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