This is a Full Time, Permanent role with a salary of £30,000

Be Part of a Journey Like No Other – Join GWR

As a Social Media Customer Support Advisor, you'll be the quick-thinking, customer-champion at the heart of our online community - helping people in real time, wherever they are. One moment you could be guiding a day-tripper in Taunton to their next train, the next you're reuniting a commuter from Paddington with their lost property. Every conversation is different, but your mission stays the same: make every interaction clear, helpful and human, while keeping our reputation shining.

If you love variety, thrive under pressure and know how to keep your cool in a fast-paced online space, we want you on board.

About Us

At Great Western Railway, we're more than just a train company - we're the proud custodians of Brunel's iconic railway, one of the most prestigious networks in the world. With over 100 million passenger journeys each year and more than 275 destinations across the South West, South Wales and London, we deliver travel experiences through some of the UK's most beautiful landscapes and top tourist spots.

Our team of 6,000+ passionate colleagues - from engineers to on-board hosts - play a vital role in this transformation. And their efforts are paying off with a Customer Satisfaction score of 92% - our highest in 20 years! Our online customer service has a huge part to play in this, which is where we need you!

About the team 

Our Social Media Customer Support Advisors sit within the Social Media Team, which is part of the wider External Communications Team. Our Team manages customer support and brand reputation across all social media channels and are responsible for responding both reactively and proactively to provide customer information. As the digital ‘face' of GWR, our team ensures every customer interaction builds trust and strengthens our reputation. We handle messaging with care - minimising potential risks while maximising every opportunity for customers to see GWR as a brand they can rely on.

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.
• Providing 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 at all times.
• 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.
• Acting as a Brand Ambassador for GWR, always using the right tone of voice to protect and enhance the reputation of the business.

About you 

• You'll bring an upbeat, positive energy and a genuine passion for delivering outstanding customer service.
• You will be an excellent communicator with the ability to write clearly and concisely.
• You are a team player, who is also self-motivated and feels comfortable working alone.
• You can work well under pressure and keep calm in challenging circumstances.
• You'll have the resilience to handle challenges with ease, and the good humour to keep things positive along the way.
• You'll be adaptable and ready to work a variety of shifts, including 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 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.

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 with the Railways Pension Scheme,
• free rail travel across the GWR network for you and your family,
• company-sponsored health care plan,
• discounted shopping and gym membership
• employee assistance programme and much more.

We will be holding interviews for this vacancy on 9th, 10th and 11th September 2025.

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