Customer Service Manager

Great Western Railway; Bath; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading railway company is seeking a Customer Service Manager passionate about delivering exceptional customer service. This dynamic role includes engaging with passengers, resolving issues, and ensuring smooth journeys across the station. Applicants should have experience in customer-facing roles and demonstrate a friendly, customer-focused attitude. The role requires flexibility with working hours and may involve travel across the network, primarily covering weekends and bank holidays.

Benefits

Health Cash Plan

Pension

Free GWR Travel pass

Retail discounts

Qualifications

• Experience in a customer-facing role like retail or hospitality.
• A calm and professional demeanor under pressure.
• Good knowledge of the local area.

Responsibilities

• Assist and support customers throughout their journey.
• Manage customer needs and ensure positive experiences.
• Provide help, advice, and guidance at the station.

Skills

Quick thinking

Friendly communication

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 key responsibilities 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 people who 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, applicants must be 18 years of age or older to apply.

About GWR

At GWR, we are proud to carry over 100 million passenger journeys every year to more than 275 stations across the South West, Wales, and London. With some of the UK's newest trains and a commitment to exceptional service, we are transforming rail travel.

We believe rail is more than just transport – it's a relaxing, efficient, and enjoyable experience. That's why we're looking for people who will help us revalue rail and make every journey special.

Perks & Benefits

• Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
• Lifestyle: Costco membership, bike scheme, retail discounts.
• Financial: Pension, share‑saving schemes, payroll giving.
• Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.

Our Commitment to Inclusion

We all belong to GWR. We embrace diversity 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

Success

GWR has achieved its highest customer satisfaction in over 20 years – 92%, with record scores in comfort, service, and station experience. Join the team behind this success and help us raise the bar even higher!!