Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

As a Customer Service Apprentice at GWR, you'll train and learn, while you earn. You'll get an opportunity to experience a variety of on board and station work placements including Station Operations, Gateline, Customer Host, Ticket Office and Revenue Protection where you'll gain real customer service skills.  You will have lots of opportunity to learn from our experienced colleagues and our academic partners.  

Who are you?

You'll enjoy working with people, both customers and colleagues, have great communication and team working skills. You'll bring with you your enthusiasm to learn and a commitment to broadening your knowledge and understanding.

Essentially, you must be over 16 years of age, live within one hour of your chosen location, and have GCSEs (or equivalent level 1 qualification (or predicted) results) in Maths and English.

Our scheme offers vocational training, development sessions, team building events and on-the-job training. You'll get the opportunity to attain a Passenger Transport Level 2 qualification. 

You'll also undertake the Duke of Edinburgh Business Gold Award. To achieve the Award isn't a competition or about being first – it's about setting personal challenges and pushing personal boundaries.

GWR is a place where you can truly be your unique self, thrive and be part of an awesome family.

As an Apprentice, you will be contracted to work 35 hours per week.  Shifts will start no earlier than 07:00 hours and finish no later than 20:00 hours. You must be able to get to your base location under your own steam by 07:00 hours should public transport not be available.  The working week is Monday through Saturday, with a rest day and study day during this period. During periods of training, overnight stays may be required.

The apprenticeship scheme starts on 26th August 2025 and is for 18 months.

The recruitment process will involve:

• Completion of your online application form
• A series of online testing
• If short listed, you will be invited to attend a selection event scheduled for week commencing 21st April or 28th April 25 depending on which location you have applied for.
• The closing date for applications is midnight 7th March 2025

The salary details are as follows:

Starting Salary for Under 18's is £13,785 / Starting Salary for Over 18's is £23,000

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 a 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, for example, 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/

INGWR