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Apprentice Customer Information Controller
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Transport Made Simple
Transport Made Simple is one of the UK’s largest independently owned bus and coach operators. Our vision is to deliver reliable, sustainable public transport, which meets the needs of the communities we serve, whilst being a great place to work too. The team in Diss are looking to recruit for a Customer Service Specialist Apprentice.
Wage
£19,000 a year
Minimum wage rates (opens in new tab)
Training course
Customer service specialist (level 3)
Hours
Early (5.00am - 2.00pm) and late (1.00pm - 10.00pm) shifts over six days, with occasional middle shifts for training etc.
40 hours a week
Start date
Monday 19 October 2026
Duration
1 year 6 months
Positions available
1
What you'll do at work
Main Roles and Responsibilities:
- Liaise closely with Service Controllers, and ensure that network disruptions, cancellations and diversions are uploaded promptly and accurately online
- Support the management of customer communications via WhatsApp channels, helping to develop a structured approach that keeps information relevant
- Respond to customer emails relating to bus services, timetables, delays and complaints in a professional and timely manner
- Where passengers require live travel support, liaise with operational colleagues to establish accurate information and relay this clearly to the customer
- Proactively brief the Senior Leadership Team and other colleagues on incidents that are likely to generate high volumes of customer contact or pose reputational risk
- Support the Stakeholder Engagement Lead with engagement with affected communities and stakeholders where disruption may lead to negative sentiment, helping to provide clear and timely information before concerns escalate
- Produce and distribute clear, concise staff notices and customer communications for simpler planned road closures, ensuring these are issued in date order and shared with relevant stakeholders, under the supervision of the Commercial Information Manager
- Liaise with operational managers, and use internal systems, to support fact finding investigations into complaints relating to network disruption or driver conduct
- Monitor incoming emails from Local Authorities, town councils and event organisers regarding road closures and other network impacts
Where you'll work
Roswald House
Oak Drive
Diss
IP22 4GX
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Training provider
WEST SUFFOLK COLLEGE
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery:
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision-making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet your organisation’s needs as well as the customer requirements
- Providing a positive customer experience:
- Through advanced questioning, listening, and summarising, negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options, and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mindset when meeting customer and business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights:
- Proactively gather customer feedback, through a variety of methods. Critically analyse, evaluate the meaning, implication, and facts, and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations, take into account historical interactions and challenges to determine next steps
- Service Improvement:
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement, where possible, changes in line with new and relevant legislation, regulations, and industry best practice
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Training schedule
The learner will be studying the Customer Service Specialist Level 3 Apprenticeship Standard qualification.
Essential qualifications
- GCSE in:
- English (grade 4)
- Maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Logical
- Team working
Transport Made Simple is one of the UK’s largest independently owned bus and coach operators. Our vision is to deliver reliable, sustainable public transport, which meets the needs of the communities we serve, whilst being a great place to work too. Everything we do is underpinned by our four values of Growth, Excellence, Integrity, and Efficiency, which guide our day-to-day operations and longer-term decision-making. We’re a team of 800 colleagues, with a fleet of 400 buses, coaches, and minibuses, and we operate from a strategic network of depots across East Anglia, the Midlands, and Greater London.
https://transportmadesimple.co.uk (opens in new tab)
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
You can obtain a Level 3 Customer Service Specialist Apprenticeship qualification and gain direct, hands-on experience within a live Operations Control Centre environment. This is a permanent role, offering the opportunity to continue developing within the business following successful completion of the apprenticeship.
The contact for this apprenticeship is:
WEST SUFFOLK COLLEGE
apprenticeships@easterneducationgroup.ac.uk
The reference code for this apprenticeship is VAC2000049514.
Closes in 27 days (Monday 21 September 2026 at 11:59pm)
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