Customer Information Apprentice

SOUTH WESTERN RAILWAY LIMITED

Basingstoke (RG21 4FS)

Closes in 29 days (Friday 31 October 2025)

Posted on 30 September 2025

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Summary

Join our Customer Information apprenticeship and learn how to keep passengers and staff informed. You'll help monitor train services, share updates through announcements and social media, work with different teams, and keep records accurate. You'll also build skills through training and support.

• Wage:

  Competitive

  Competitive wage offered

  Check minimum wage rates (opens in new tab)

  Salary increase on successful completion of first year

• Training course: Business administrator (level 3)
• Hours: Monday to Friday - with some flexibility. Shifts TBC.

  37 hours a week

• Start date:

  Monday 14 September 2026

• Duration:

  2 years

• Positions available:

  1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Real-time Service Monitoring - Assisting in tracking train movements, identifying delays, and supporting operational decisions to maintain service reliability
• Communication – Create and maintain a communication platform which enables colleagues to access information/briefs with ease
• Customer Communication Assistance – Contributing to the delivery of accurate and timely passenger information via digital platforms, announcements, and direct communication channels
• Data Entry & Reporting – Maintaining operational logs, updating systems with real-time data, and supporting performance analysis ensuring data integrity (Accuracy, completeness and quality of data)
• Co-ordination with stakeholders – Working alongside the Service Delivery and Control team, station staff, and maintenance teams to ensure seamless operations
• Compliance & Safety Adherence – Understanding and following railway regulations, safety protocols, and company policies
• Learning & Development – Engaging in structured training programs to develop technical, non-technical and operation expertise
• Processes & Systems – Support the creation of process documentation and maintain knowledge of in-house platforms ensuring the maintenance of processes when things change
• Training & Quality – Support in the delivery of Training & Quality processes to ensure feedback is captured and shared with respective line managers
• Administration – Participate and contribute to team meetings/HR Meetings ensuring that minutes and actions are captured and disseminated across the team whilst ensuring the highest degree of confidentiality

Where you'll work

Basingstoke Campus
Gresley Road
Basingstoke
RG21 4FS

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

CITY SKILLS LIMITED

Training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Training schedule

This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

Requirements

Desirable qualifications

GCSE in:

• English (grade 4)
• Maths (grade 4)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• Organisation skills
• Customer care skills
• Problem solving skills
• Team working
• Flexibility

About this employer

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

https://careers.southwesternrailway.com/jobs/search (opens in new tab)

Company benefits

Free duty and leisure travel on SWR services for employees Free leisure travel for spouse/partner and dependants (criteria dependent) 75% discount on many other train operating companies Excellent pension scheme

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Multiple opportunities for career progression within the company on completion of this apprenticeship.

Ask a question

The contact for this apprenticeship is:

CITY SKILLS LIMITED

swrapprenticeships@swrailway.com

The reference code for this apprenticeship is VAC1000344334.

Apply now

Closes in 29 days (Friday 31 October 2025)

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