Customer Service Apprentice

RAIL FUTURES NETWORK LTD

WALLSEND (NE28 9NX)

Closes in 28 days (Friday 20 November 2026 at 11:59pm)

Posted on 23 October 2026

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Summary

Start your customer service career with Rail Futures. Supporting learners, colleges, employers and industry partners by answering enquiries, keeping records accurate and coordinating appointments, you'll develop practical skills in phone, email and digital channels while working towards the L2 Customer Service apprenticeship standard.

• Wage:

  £15,600 to £24,784.50, depending on your age

  National Minimum Wage

  Minimum wage rates (opens in new tab)

  Minimum Apprenticeship wage relevant to age:

  Under 19 years £8.00 per hour

  Aged 19 – 20 £10.85 per hour

  Over 21 years £12.71 per hour

• Training course: Customer service practitioner (level 2)
• Hours: Monday – Friday 8am – 4pm 30 minutes lunch break 37.5 hours per week.

  37 hours 30 minutes a week

• Start date:

  Monday 4 January 2027

• Duration:

  1 year 3 months

• Positions available:

  2

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

What you will do

• Be a friendly and professional first point of contact for learners, colleges, employers and industry partners.
• Answer enquiries by telephone, email and digital channels, providing clear information and timely updates.
• Understand customer needs and refer more complex queries to the right colleague.
• Record enquiries, actions and outcomes accurately on customer and learner systems.
• Arrange appointments, interviews, assessment days and induction activities.
• Handle straightforward concerns calmly and help resolve customer issues.
• Protect confidential information and follow GDPR, service and health and safety procedures.
• Work with colleagues, gather feedback and suggest ways to improve the customer experience.

Where you'll work

SUITE 123
MISTRAL HOUSE
KINGFISHER WAY SILVERLINK BU
WALLSEND
NE28 9NX

Training

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

Training provider

CITY OF SUNDERLAND COLLEGE

Training course

Customer service practitioner (level 2)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

Level 2 Customer Service Practitioner Apprenticeship Standard

You will receive structured workplace training and support to prepare for the end-point assessment.

Requirements

Essential qualifications

GCSE in:

• English (grade 1-9)
• Maths (grade 1-9)

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

Skills

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Presentation skills
• Administrative skills
• Team working
• Good verbal/ writing skills
• Strong organisational skills
• Accuracy
• Confident/ professional
• Willing to learn
• Enthusiastic
• Positive attitude
• Able to accept feedback
• Reliable and punctual

Other requirements

Essential:

A willingness to complete any required English and maths functional skills during the apprenticeship.

Desirable:

GCSEs in English and maths, or equivalent.

Customer-facing, voluntary or work experience.

Basic experience using email and Microsoft applications.

About this employer

Rail Futures is a specialist rail industry support company that works closely with colleges and training providers to deliver high-quality rail track engineering training programmes. We support the development of future rail professionals through learner recruitment, operational and administrative support services, and the provision of skilled labour resources to the rail industry.

Our aim is to bridge the gap between education and employment by helping learners gain the skills, qualifications, and opportunities needed for successful careers within the rail sector.

https://www.railfutures.co.uk/ (opens in new tab)

After this apprenticeship

Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).

On successful completion there may be an opportunity to progress into a permanent customer service or business support role within our recruitment or operations team.

Ask a question

The contact for this apprenticeship is:

CITY OF SUNDERLAND COLLEGE

The reference code for this apprenticeship is VAC2000060564.

Apply now

Closes in 28 days (Friday 20 November 2026 at 11:59pm)