Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

You will be part of a multilingual and diverse team, who are passionate about delivering the GWR values for our customers consistently. They work together, using their varied skill-set, to resolve customer issues and ensure the best possible experience for our passengers.

About the job

It takes a special kind of person to be customer facing at a busy railway station with thousands of customers coming and going every day. As a Customer Service Manager you won't answer calls or be stuck behind a desk, and you'll be more than a friendly face. You'll be the face of GWR, taking a calm and collected approach to ensure every customer experience is a memorable and enjoyable journey every time.  Of course you need to be empowered to do this so expect to be entrusted with the resources and responsibility to deliver.

If you're ready for a fast-paced customer service challenge with a difference – the journey starts here.

Your main responsibilities will be: 

• Proactively helping our customers and brightening up their day whatever the weather
• Helping millions of rail customers to get to where they want to go – making every single journey important
• Covering every inch of your station to go the extra mile for our customers and be empowered to deal with a variety of different situations

You'll need to be:

• Someone who can think on your feet and make quick decisions, you must be able to connect with and talk to our customers face-to-face
• A confident communicator who can put people at ease and help those who are worried or in a hurry in a tactful and sensitive way
• Hard working and share our ‘customer first' approach and passion for making a positive difference to the passenger experience
• Fluent in a second language which is highly desirable

As a minimum you will need to have:

• Experience of working in a demanding customer facing role such as retail, aviation or other customer facing service sector roles
• Someone who can think on your feet and make quick decisions, you must be able to connect with and talk to our customers face-to-face
• A confident communicator who can put people at ease and help those who are worried or in a hurry in a tactful and sensitive way
• Education to at least GCSE standard or equivalent
• A working knowledge of Microsoft Office, web browsing, internet applications and relevant devices (smart phones, tablets etc.)
• Knowledge of the local area

Working Pattern:

As we need our Customer Service Managers to be there morning, noon and evening these roles can't be 9-5. So, you must be flexible and prepared to work between 06:30 and 22:00 on a shift basis,

This role is to work only weekends.  Whilst Oxford Station will be your home base station, you will be required to be flexible and work at other stations in the East Region as required.

Additional information 

Applicants will be required to submit a CV as part of the application.  Candidates successfully short listed will be invited to an assessment selection day, which will take place w/c 8th September 2025.

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our 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 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.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as 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/

INGWR