Social Media and Customer Experience Apprentice Review

As a Social Media/Customer Experience Apprentice at TransPennine Express, I was part of a team dedicated to enhancing the passenger experience through clear, timely communication across our social media channels. My role involved creating engaging content, monitoring trends, and supporting customer interactions to ensure passengers receive helpful, accurate information. This apprenticeship allowed me to combine my passion for social media with the opportunity to make a positive impact on how passengers experience our services each day. I also have a proven track record in launching successful TikTok content, delivering clear and engaging customer communications, and collaborating across departments, working within a fast-paced environment.

The programme was well organised and structured, providing a clear balance between learning and practical experience. I always understood what was expected of me, and there was a good level of support in place to help me develop my skills and progress. The structure allowed me to build my confidence over time while gradually taking on more responsibility.

I receive a good level of support from my employer. There is always guidance available when needed, and I feel comfortable asking questions or seeking help. I’ve been supported in developing my skills, building confidence, and taking on new challenges. At the same time, I’m trusted to work independently, which has helped me grow and take responsibility for my work. Overall, the support provided has been consistent and has played an important role in my development.

The support from my training provider has been consistent and helpful throughout my qualification. They provide useful resources and clear direction, which has made it easier to understand the requirements and manage my workload effectively. Regular contact and feedback have been valuable in keeping me motivated and ensuring I stay on track with my progress. I’ve also found that any questions or concerns are addressed promptly, which has made the overall learning experience more manageable and less stressful.

I feel that my qualification has had a strong impact on my ability to perform effectively in my role. The content creation elements, in particular, have been very relevant, as I’ve been able to apply what I’ve learned directly to creating engaging TikTok content and improving how we communicate with our audience.
It has also supported me when working alongside marketing and communications teams, giving me a better understanding of how to align content with wider objectives and maintain a consistent tone and message. Additionally, the skills I’ve developed have helped me collaborate more confidently with colleagues and external partners, including other train operators. Overall, the qualification has been highly relevant to my role and has helped me produce more effective, engaging content while working more collaboratively across teams.

Yes

I would recommend my workplace to a friend because it offers great opportunities for career progression and personal development. There is a clear focus on recognising employees’ contributions, which helps you feel valued and motivated in your role.
The flexibility provided also supports a good work-life balance, and there is a strong level of support available, both professionally and personally. Overall, it’s a positive environment where you’re encouraged to grow, develop your skills, and be part of a supportive team.