Customer Service Manager

FirstGroup Internal; Bath; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading transportation company seeks a Customer Service Manager to enhance passenger experiences across the GWR network. The role involves engaging directly with customers, managing their needs, and ensuring every journey is enjoyable. Ideal candidates should have customer-facing experience and a friendly demeanor. Familiarity with Microsoft Office and basic IT skills are a plus. The position requires working varied shifts primarily during weekends and holidays, and candidates must be 18 years or older.

Qualifications

• Experience in a customer-facing role in retail, hospitality, or aviation.
• Ability to stay calm and professional under pressure.
• Good knowledge of the local area.

Responsibilities

• Assist and support customers throughout their journey.
• Manage customer needs ensuring positive experiences.
• Engage with passengers on the station.

Skills

Friendly communication

Quick decision-making

Customer service passion

Fluency in a second language

Education

GCSE-level education or equivalent

Tools

Microsoft Office

Smart devices

Job description

Join Our Team as a Customer Service Manager at GWR!

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where every day brings something new? If so, we have the perfect opportunity for you!

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.

What You'll Be Doing?

As a Customer Service Manager, you'll be at the heart of the action—helping customers, solving problems, and making every journey smoother. You won't be stuck behind a desk or answering calls all day. Instead, you'll be out on the station, engaging with thousands of passengers, ensuring they have a seamless and enjoyable experience.

Your keyresponsibilities will include:

• ✅ Assisting and supporting customers throughout their journey, whatever the weather
• ✅ Proactively managing customer needs and ensuring every journey is a positive one
• ✅ Moving around the station and being on hand to provide help, advice, and guidance
• ✅ Handling different situations with confidence, professionalism, and empathy

We're looking for peoplewho are:

• 🔹 Quick thinkers who can make confident decisions in a fast-paced environment
• 🔹 Friendly communicators who can connect with customers and put them at ease
• 🔹 Passionate about customer service and making a real difference
• 🔹 Fluent in a second language (highly desirable but not essential)

To be successful in this role, you should have:

• ✔ Experience in a customer-facing role (retail, hospitality, aviation, or similar)
• ✔ A friendly, approachable personality and a ‘customer-first' attitude
• ✔ The ability to stay calm and professional under pressure
• ✔ A good knowledge of the local area
• ✔ GCSE-level education or equivalent
• ✔ Basic IT skills, including familiarity with Microsoft Office and smart devices

Location & Working Hours

📍 You'll be working across the GWR network.

⏰ Shifts between 06:30 and 22:00, primarily covering weekends and bank holidays (your own transport may be necessary for early shifts). Due to the nature of the shifts work involved in these roles, applicants must be 18 years of age or older to apply.

For further information, please contact Amy Chapman, Senior Customer Service Manager at [e-mail]

In case of technicaldifficulties when submitting your application, please contact the Recruitment Team at [e-mail]

Our Commitment to Inclusion:

We all belong to GWR.We embracediversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice.

We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.

🔗 Exceptional Individuals – Neurodiversity 🔗 Health Assured – Neurodiversity