Customer Operations Apprentice - Newport | Prentis Gweithrediadau Cwsmeriaid - Newport, Wales

Be you

Be empowered

Be a Transport for Wales Apprentice

Customer Operations 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.**

Our Apprenticeship Academy

Whether you're making 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.

We firmly believe that everybody deserves opportunities to access apprenticeships and our aim is moving towards a diverse organisation at all levels. We want to be fully representative of our diverse communities across Wales.

The Role

The Customer Operations Apprentice will undertake a two-year defined programme, blending formal learning and practical experience which will contribute to the development of Customer Operations projects throughout Wales.

Role responsibilities

• You'll develop an awareness of operational competencies by shadowing safety and non-safety critical tasks, to develop your station knowledge and experience.

• You'll support stations and bus interchanges, by assisting customers and responding to operational challenges such as disruption, in order to support reinstatement of the smooth running of operations.

• You'll be contributing to the enforcement of fare polices on the gate line and the booking office, by undertaking tasks such as ticket checks, to support revenue protection.

• You will check customer information in a variety of settings, such as on platforms and via our online app, ensuring customer information is accurate, relevant and up to date. These findings will then be used to inform key stakeholders (including Control) of necessary customer service changes required.

Who we're looking for

• A desire to learn and develop your knowledge of public transport operations.

• IT skills with good knowledge of Microsoft Office software

• 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. We won't be able to consider your application otherwise.

Is it right for me?

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.

Welsh Language Skills

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.

Equal Opportunities

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 innovation. Join us in transforming the way Wales travels."

Who we are

Transport for Wales is changing the way Wales travels, making sustainable transport…