Modern Apprenticeship - Administration; Customer Operations

MODERN APPRENTICESHIP - ADMINISTRATION (CUSTOMER OPERATIONS)

Join to apply for the MODERN APPRENTICESHIP - ADMINISTRATION (CUSTOMER OPERATIONS) role at Scot Rail.

Modern Apprenticeship Administration (Customer Operations)
Duration: 12 months
Salary: £23,006 per annum

Start Date:

August 2026

With more than 5,000 employees, Scot Rail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraging the use of talent and the development of skills to support our success and reflect the communities of Scotland. We are committed to being a diverse and inclusive employer and have set ambitious sustainability targets, including a carbon‑free railway in Scotland by 2035.

As part of our Customer Operations team, you will gain valuable hands‑on experience in administrative tasks. The apprenticeship offers the chance to support the smooth running of our stations and services, learning administration, procurement, and operational support while working towards a nationally recognised qualification.

• Learn to manage ticket orders for stations across Strathclyde and the wider network using EBIS and PEP systems.
• Process invoices and goods receipting in line with procurement best practice.
• Maintain spreadsheets and trackers for all orders.
• Produce and distribute Customer Service Posters to meet Transport Scotland and Service Quality Regime standards.
• Coordinate orders for car park tickets, heating fuel, seat reservations, coach windows, destination labels, and lost property supplies.
• Support equipment maintenance and ordering parts for hospitality trolleys, radios, station furniture, and other operational needs.
• Order supplies for planned disruption and major events.
• Assist with Rule Book ordering alongside the Safety Team.
• Maintain accurate records for Customer Operations, including personnel files and medical information.
• Participate in projects and tasks set by the Customer Operations Support and Resource Manager.

Due to funding criteria, this apprenticeship is open to people aged 16 to 24, and people up to age 29 who identify as having a disability or who are care experienced. Whether you’re coming straight from school, further education or are already in employment, we would love to hear from you.

As a minimum, applicants should have relevant skills, qualifications and/or experience at SCQF Level 4 (or above) including English. A business/admin subject is preferred.

• An interest in working in administration.
• A willingness to learn.
• A willingness to complete a 12‑month apprenticeship.
• A willingness to attend regular reviews to discuss progress and development.
• A willingness to attend internal training (and external training if required) and taking responsibility, with support, to collect evidence required for your SVQ Portfolio.

To develop skills, knowledge, and experience in all relevant aspects of administrative support through on‑the‑job training, regular meetings with the mentor and assessor, and achieving a relevant vocational qualification.

You will learn how to use our systems, Word, Excel, and all Office‑365 applications. You will learn about teamwork, manage your workload, and communicate in a busy office environment while developing essential customer service skills.

Your time will be divided between gaining real‑life workplace experience with Scot Rail and allocated time each week to complete your qualification.

Candidates short‑listed will be invited to attend a selection interview. All offers are subject to passing our pre‑employment checks which include a criminal record check, medical and referencing.

Scot Rail is six times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity of our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.