30k Per annum

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 and friendly.

About the team?

This role sits within the Social Media Team, which is part of the wider External Communications Team. The function of the Social Media Team is to manage customer support and brand reputation across social media channels. The team is responsible for responding reactively to customer support enquiries, and also proactively to provide customer information. As the digital ‘face' of GWR, the team works to manage customer messaging in a way that reduces any potential risk to reputation and maximises opportunities to see GWR as a brand that can be trusted.

About the job?

The purpose of the role is to provide excellent customer service to those choosing to contact us on our social media channels. It is also to ensure that service information is shared in a way that is easy to understand and that minimises reputational risk.

Your main responsibilities will be:

• Monitoring, responding to and tagging all relevant posts to Great Western Railway social media sites such as Facebook, X, WhatsApp and Instagram.
• To provide a high level of customer service through the company social media accounts, liaising with other departments to ensure the information you're providing to customers is accurate and relevant.
• Ensuring customer feedback about our service is passed to an appropriate member of management and taking accountability for ensuring complaints are followed up and feedback is acknowledged.
• Searching and listening across the web, looking for opportunities to generate revenue by promoting our service or encouraging visits to our website.
• Developing excellent relationships with our digital stakeholders.
• To act as a Brand Ambassador for GWR, always using the right tone of voice to protect and enhance the reputation of the business.

You'll need to be?

• An upbeat and cheerful person, with a passion for customer service.
• An excellent communicator with the ability to write clearly and concisely.
• A team player, who is also self-motivated and feels comfortable working alone.
• Able to work well under pressure and keep calm in challenging circumstances.

• Resilient and good humoured.

• Flexible, as shifts vary and include early mornings, late evenings and weekends

As a minimum you'll need to have:

• Excellent grammar and spelling.
• Recent experience of working in a customer service role, preferably within a contact centre environment
• A good understanding of the most well-known social media platforms and how they work.
• A positive attitude and a willingness to go the extra mile.

About the location:

The role is based in Milford House, Swindon with some flexible and home working.

Working Pattern:

You will be working 37.5 hours a week, including alternate weekends.  

You will work an equal mix of early, late and day shifts. Early shifts start at 6am and late shifts finish at 11pm.

Additional Information:

This advert is for 1 full time permanent position, 1 full time 12 month fixed term contract position and also for a talent pool for further vacancies in 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 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