Modern Apprenticeship – Administration (Customer Operations)
Duration: 12 months
Salary: Starting salary: £23006 per annum
Start Date: Starts August 2026
Build a career to be proud of with a ScotRail Modern Apprenticeship.
With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.
The Opportunity
As part of our Customer Operations team, you'll gain valuable hands-on experience in a variety of administrative tasks. This apprenticeship offers the chance to join our Customer Operations team, where you’ll play a vital role in supporting the smooth running of our stations and services. You’ll gain hands-on experience in administration, procurement, and operational support while working towards a nationally recognised qualification.
As a Customer Operations Administration Apprentice, you’ll be part of a team that keeps our stations and services running smoothly. You’ll learn how to manage orders, maintain records, and support key processes that directly impact our customers’ experience.
As a Customer Operations Administration Apprentice, you will:
* 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.
The Person
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.
(Many of you might know what the SCQF Framework is but if you don’t, we have included a link to the framework to allow you to find out what level you are working at – https://scqf.org.uk/about-the-framework/interactive-framework/
Candidates should have:
* 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 your progress and development.
* A willingness to attend internal training (and external training if required) and taking responsibility, with support, to collect the evidence required for your SVQ Portfolio.
What can you expect from your apprenticeship?
To develop skills, knowledge, and experience in all relevant aspects of administrative support. This will be through on the job training, attending regular meetings with the mentor and assessor leading to the successful completion of a relevant vocational qualification.
You will learn how to use our systems, Word, Excel, and all Office 365 applications. You will learn about teamwork and how to manage your workload. You will learn how to communicate in a busy office environment, while developing essential customer service skills.
Your time will be divided between gaining real life workplace experience with ScotRail and allocated time each week to complete your qualification.
Please note that due to the volume of interest received these vacancies could close prior to the published date.
Selection Process
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.
Equal Opportunities
ScotRail 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 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 background.
