Customer Information Apprentice

*Please note you will need to be aged 16–18 on 1 September 2026 to be considered for this opportunity.

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

About the job

The purpose of the Customer Information apprenticeship is to allow you to develop your knowledge, understanding and skills in a range of activities to deliver excellent Customer and Colleagues Information.

Your main responsibilities will be:

• Real-time Service Monitoring - Assisting in tracking train movements, identifying delays, and supporting operational decisions to maintain service reliability.
• Communication – Create and maintain a communication platform which enables colleagues to access information/briefs with ease.
• Customer Communication Assistance – Contributing to the delivery of accurate and timely passenger information via digital platforms, announcements, and direct communication channels.
• Data Entry & Reporting – Maintaining operational logs, updating systems with real-time data, and supporting performance analysis ensuring data integrity (Accuracy, completeness and quality of data)
• Co-ordination with stakeholders – Working alongside the Service Delivery and Control team, station staff, and maintenance teams to ensure seamless operations.
• Compliance & Safety Adherence – Understanding and following railway regulations, safety protocols, and company policies
• Learning & Development – Engaging in structured training programs to develop technical, non-technical and operation expertise
• Processes & Systems – Support the creation of process documentation and maintain knowledge of in-house platforms ensuring the maintenance of processes when things change.
• Training & Quality – Support in the delivery of Training & Quality processes to ensure feedback is captured and shared with respective line managers.
• Administration – Participate and contribute to team meetings/HR Meetings ensuring that minutes and actions are captured and disseminated across the team whilst ensuring the highest degree of confidentiality

You'll need to have:

• Good working knowledge of a range of IT systems and packages especially with Microsoft Word, Excel, Outlook
• Situational Awareness - Ability to monitor real-time train movements, anticipate disruptions, and respond effectively.

• Problem-Solving & Decision-Making – Quick thinking to resolve operational challenges and minimize service impact.
• Attention to Detail – Accuracy in logging incidents, updating systems, and ensuring compliance with safety regulations.
• Resilience & Adaptability – Ability to remain calm under pressure and adjust to changing circumstances.
• Regulatory Knowledge – Understanding railway safety protocols, operational procedures, and industry regulations.

• A positive team player who has a ‘can-do' attitude and shows initiative
• Ability to maintain a high level of confidentiality
• Ability to work collaboratively within a diverse team and treat all colleagues with dignity and respect.
• Demonstrates flexibility in approach to the job to ensure that duties are properly performed and to meet the operational demands of the business

Desirable

• Predicted or achieved Grade C/4 or above in English and Maths, or Level 2 Functional Skills.
• A desire to pursue a career in the railway industry.
• Flexibility – this apprenticeship may involve early or late shifts and travel to other areas on our network.
• Excellent communication, with the ability to motivate and inspire a team.
• Proactive and adaptable approach to problem-solving, with a keen eye for detail.
• Willingness to undergo training and development to enhance skills and knowledge in the role.
• A dedication to upholding the company's values and delivering exceptional service.

About the location

Basingstoke Campus, more commonly known as the ROC, is a state-of-the-art Operating Centre and training facility located a short walk from Basingstoke station. It is a shared facility with Network Rail and is the hub for all operations across the Wessex region. The office space and technology on site are modern with the added benefit of additional facilities including a gym & canteen.

Working pattern

Working an average of 37 hours per week over 5 days

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/