Customer Service Assistant Apprenticeship

STM GRP BENEFITS LTD

London, Romford, West Drayton

Closes in 31 days (Monday 16 March 2026 at 11:59pm)

Posted on 11 February 2026

Print

Contents

Summary

To perform customer service gate line duties by establishing client-specific targets at designated train stations.

STM Group is an award-winning company that provides bespoke manpower service solutions.If you have a customer focused attitude and willingness to learn on the job then this is a career developing apprenticeship.

Wage

£12,480 a year

Check minimum wage rates (opens in new tab)

The pay scale will be discussed at interview. Starting between £8 and £10 an hour.Guaranteed minumum of 20 hours a week but this will be on avg 30 to 40 hrs. A wage review will also be discussed at 3 month probation.

Training course
Customer service practitioner (level 2)
Hours
The shift patterns will be discussed ongoing. 06.00 to 12.30 • 06.00 to 10.00 • 06.00 to 14.00 • 21.00 to 01.00

30 hours a week

Start date

Monday 23 March 2026

Duration

1 year

Positions available

5

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

• Support customers and other staff members, considering the level of service delivery
• Carry out start-up procedures as per client briefing and requirements
• Take responsibility for the daily monitoring of the gate line operation, ensuring that you are positioned correctly and consistently manned according to roster requirements and timings
• Ensure you are keeping time effectively and can evidence this
• Control all gate lines to ensure revenue is controlled and all customers have a correct and valid ticket
• Help customers obtain the correct ticket for their journey and make any necessary journey arrangements
• Ensure that the gate line array works correctly by regularly checking
• Question those who do not have a valid ticket by persuading them to buy the correct ticket. If they do not have the proper ticket or refuse, report this to the appropriate person (a conflict
should not arise from this)
• Ensuring that the gate line is operated to an exacting standard while on duty and that any issues/problems are dealt with
• Assist with any station customer flow restrictions and/or evacuations in the event of a fatality

Where you'll work

You can select which locations you want to apply for in your application on Find an apprenticeship.

This apprenticeship is available in these locations:

  • Solar House 1-9, Romford Road, London, E15 4LJ
  • Stratford Railway Station, Station Street, London, E15 1AZ
  • Crossrail Place, London, E14 5AB
  • Gidea Park Station, Station Road, Gidea Park, Romford, RM2 6BX
  • 1 Station Approach, Yiewsley, West Drayton, UB7 9DY

Training

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

Training provider

NATIONAL UPSKILL LIMITED

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

Initial training through company induction and role responsibilities prior to being on the front line.

Apprenticeship training will be conducted through monthly workshops with a designated tutor and ongoing support.

Requirements

Desirable qualifications

GCSE in:

  • English (grade 3/D)
  • Math (grade 3/D)

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

Skills

  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Logical
  • Initiative
  • Non judgemental
  • Patience

Other requirements

Please note the shift patterns will be discussed as some do cover late working.

About this employer

STM Group (UK) Ltd is an award-winning company that provides bespoke manpower service
solutions. It specialises in delivering high-quality security, cleaning, and customer-focused services
underpinned and supported by leading-edge technology.

Company benefits

Detailed and supportive training
• Clear progression scheme
• Full uniform provided
• Access to a wide variety of courses to help with your professional and personal development

After this apprenticeship

On completion of the Apprenticeship is opportunities are available within GTS.

Ask a question

The contact for this apprenticeship is:

NATIONAL UPSKILL LIMITED

The reference code for this apprenticeship is VAC2000014413.

Apply now

Closes in 31 days (Monday 16 March 2026 at 11:59pm)