Customer Relations Apprenticeship

Contract type: this is a two-year fixed-term contract

Note:
You must hold the relevant right to work in the UK for the duration of the Apprenticeship Academy. We are not currently able to provide sponsorship.

Whether you’remaking your first transition into employment or changing careers and would like the opportunity to gain further qualifications without following the traditional educational route, an apprenticeship with us could be just the ticket to help you achieve your career goals and aspirations.

Wefirmly believe that everybody deserves opportunities to access apprenticeships and our aim ismovingtowards a diverseorganisationat all levels. We want to be fully representative of our diverse communities across Wales.

To support the delivery of a positive and consistent customer experience by assisting with the management of customer enquiries, feedback, and complaints, and contributing to service improvement. The Customer Relations Apprentice will rotate across relevant business areas,in order to develop a broader understanding of operational activity and requirements.

• You’ll professionally handle escalated contact centre calls, resolving issues at first contact where possible and escalating complex concerns to the appropriate teams or senior members of the team, ensuring all cases are handled effectively and in line with company policies.
• You’ll produce high-quality written responses to our customers by following our company tone, timescales, and content guidelines to craft clear and accurate communications to ensure all customer responses meet our quality standards and deliver a consistent experience.
• You will support the investigation of customer cases, by using a variety of methods, such as liaising with other internal departments, industry stakeholders and utilising industry systems, to build greater understanding of the contact circumstance.
• You’ll provide an engaging and informative interactive experience for customers via online media platforms by responding to messages and posting key updates in a friendly and approachable manner, aligned with our brand voice to support the delivery of our wider social media strategy and strengthen customer engagement.

• Ability to work to targets within a fast-paced environment with multiple Priorities.
• Good time management and organisational skills.
• Pass the testing within the initial application process. This testing is used to uncover alignment to our values, behaviour and core apprentice attributes, all of which can be found above.
• You’ll need to be available to start the Apprenticeship Scheme in early September 2026.

* Please include all your relevant qualifications as listed in the essential and desirable criteria for the role. Wewon’t be able to consider your application otherwise.

To help you decide, have a think if these apply to you.

• Most of our apprenticeships are open to anyone over the age of 16 and there’s no upper age limit.
  Please note that for safety critical roles the minimum age will be higher.
• You must not have already achieved a similar or higher-level qualification in the apprenticeship role you have applied for. For example, if you have a degree in Engineering, you will not be eligible to apply for an Engineering apprenticeship. However, you could apply for another apprenticeship in a different profession, such as Finance.
• You will not be eligible for an apprenticeship if you are enrolled in/studying towards another qualification, as the apprenticeship is a full-time role with study commitments.

While not essential for this role, Welsh language skills would make a great addition to your application.

TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

We’re changing the way the transport industry looks. By celebrating and embracing differences,we’re building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive…