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 job

This role is responsible for leading and co-ordinating the stations team to deliver the highest standard of customer service and safety at the station, taking responsibility for managing all aspects of the station whilst on duty. This is a challenging role that demands great leadership skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Your main responsibilities will be:

• To manage the operational requirements of the station – all train movements, liaison with the signaller; control and the depot, platform arrangements, co-ordination of dispatchers and train turnarounds
• To manage the safety and security of the station environment – ensuring processes and procedures are followed and responding to any safety or security issues that arise
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• To lead and co-ordinate the platform and gateline teams to deliver the best customer experience and respond to the challenges of running a busy railway station
• To oversee the delivery of services from station tenants, contractors, and the ticket office
• To lead, coach and develop colleague's skills and abilities, taking ownership of colleague welfare in the workplace 

You'll need to be:

• A great leader and team player, able to remain calm in a crisis and motivate colleagues to deliver the best customer experience at all times
• Flexible with a can-do attitude and able to adapt to an ever-changing environment
• Confident with decision making and able to prioritise the workload of other
• Able to work within guidelines and follow processes and procedures with a professional approach and attention to detail
• Have strong verbal and communication skills that sets high standards of self and others 

As a minimum you'll need to have:

• Able to deliver exceptional front-line customer service
• A Self-starter with a can-do attitude
• Confident when decision making
• Able to remain calm yet directive in a crisis
• Able to work to strict procedures
• Experience of managing a team to deliver a service direct to customers
• Experience of establishing relationships with customers and stakeholders

About the location 

Truro is the main station for Cornwall, which has good transport links to the surrounding area especially Falmouth and Penryn. 

Working pattern 

This role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays 

Additional information

Applicants successfully short listed will be invited to undertake an online ability test and a competency based interview.  Which will take place w/c 20th October 2025.  The successful candidate will be required to meet the medical standards of this role including colour vision and hearing tests.  A Basic DBS is also required.

Full training is provided which takes place in our Training Centre in Swindon.  Training is Monday to Friday and will last approximately 3 weeks.  Hotel accommodation and a travel pass are provided. 

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/