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.
What you will 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.
Training
Level 2 Customer Service Practitioner Apprenticeship Standard
You will receive structured workplace training and support to prepare for the end-point assessment.
Requirements and skills
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
Qualifications
- GCSE English (1-9) – essential
- GCSE Maths (1-9) – essential
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.
After this apprenticeship
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.
Things to consider
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.