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Location Chelmsford, Colchester, Norwich, Tottenham Hale, Bishops Stortford, Cambridge, Liverpool Street
Business Area / Department Customer Services ~ Customer Service
Type of Role Temporary
Salary & Benefits Work Experience - Unpaid, Travel on GA Routes included
Closing Date 04/02/2022

Customer Service Traineeship (Various Locations)

Job reference: SYS-6674


Two schemes


Educational development


Cycle to work scheme

Free Travel

For you and your family

Customer Service Traineeship: 

This is a fantastic opportunity to gain excellent work experience with one of the country’s leading rail networks. There are various locations available, where you will be situated in the Train Station ticket office and Gate line, working alongside experienced staff and management who will support and train you as a Greater Anglia customer advisor. 

This opportunity will be commencing in the Spring of 2022. 

The location of your placement Station will be decided and agreed at the time of interview and dependent on your commute time and geographical location. 

Closing date: 04/02/2022 

Traineeship details

This Traineeship work experience is part of an education and training programme that is focused on giving young people the skills and experience that employers are looking for. At its core is the Work Preparation training, English and maths for those who need it, and a high-quality work experience placement.

Traineeships help unlock your great potential and give you the work preparation training, maths, English, Digital Skills and work experience needed to get an Apprenticeship or other job.

This Traineeship Opportunity is unwaged, however travel on GA lines will be included. 

Are you eligible?

Are you currently not in a job? Do you have little or no work experience?
Are you aged 16 to 24 and qualified below Level 4 (A level)?

Train Station Ticket Office and Gate Line - As you will be the first point of contact for any customer entering the station or platform, you will be expected to deliver great customer service from the off. 

Whilst working in the Ticket Office, you will be meeting and greeting customers, selling tickets and answering their enquiries, so you will need to be customer service focused, friendly and approachable with the ability to work within a team. You will need to be compassionate when dealing with customers who have additional requirements and have the confidence and ability to help customers with ticketing technology such as the smart card, mobile apps and the ticketing machine.

Whilst working at the Automatic Gate Line, you will need to be enthusiastic and hardworking and provide our customers with excellent customer service, whilst ensuring that ticketless travel and fraud is reduced through pro-active monitoring of our Automatic Ticket Gates. In addition, you will be responsible for the safe operation of the gate line, fault reporting and keeping your work area clean and tidy. You will need to be customer focused, approachable and consistently looking to improve our customers’ journeys by understanding their individual needs.

Both roles will require you to be professional, friendly and flexible as no two days will be the same!

This is an 8-week Traineeship Programme, which will be split into 4 weeks classroom-based learning at Greater Anglia's Training Suite in Stratford, London and 4 weeks at your placement Station;

Weeks 1 and 2 / Classroom - This will be your first two weeks of classroom-based learning. You will complete your enrolment, be given your timetable and introduced to your tutor who will begin the traineeship programme with you

Weeks 3 and 4 / Work Experience - You will commence your first two weeks of on-the-job training.  You will meet your team, be familiarised with the station and its facilities and start your duties.

Weeks 5 and 6 / Classroom - This will be the conclusion of your classroom-based learning sessions. It will include an interview with your team leaders and section heads who will give you constructive feedback from your first block of work experience. You will apply this feedback to your final block of work experience.

Weeks 7 and 8 / Work Experience - you will complete the final two weeks of your live work experience and conclude your traineeship. Upon successful completion of the Traineeship course, you will receive a certificate of completion and a letter of reference as a minimum, to support future job applications.

Training to be provided

This Traineeship opportunity includes work preparation training, Functional Skills maths and English support for those who require it and a high-quality work experience placement.

The successful candidates will complete a fully structured training programme, involving on the job training and classroom-based learning - as detailed in the job description. 

Upon successful completion of the traineeship, you will be awarded the following accredited qualifications:

Level 2 Certificate in Principles of Customer Service
Level 1 Award in Employee Rights and Responsibilities
Level 1 Award in Foundation Learning and Employability Skills
Functional Skills in maths and English

Desired skills and qualities

Excellent communication skills, Ability to use different IT systems and new technologies like smart phones, mobile apps and the internet, Willingness to accept high levels of responsibility and follow instruction, Ability to adhere to health and safety regulations, Uphold company ethos.

We are looking for people who can bring our four behaviours to life in your everyday work:

Genuine - be welcoming to the customer and respectful
Professional - be solution-oriented, accountable and delivering to promises
Proactive - be progressive, innovative and decisive
Inclusive - be connected in your thinking, empathetic and promote diversity

What this will lead to: 

After successful completion of the Traineeship course, you will receive a certificate of completion and a letter of reference as a minimum, to support future job applications.

What you could gain from this traineeship:

Progression is important to us here at Greater Anglia and most importantly we are looking for individuals to grow within the business.

Upon successful completion of your four weeks on the job experience and four weeks classroom-based learning, there could be the opportunity to put your theory in to practice by following our recruitment process and applying direct for vacancies

Note: Your application and CV will be shared with Central Training Group as our training provider.