Customer Service Manager

FirstGroup Internal; West of England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A transportation company is looking for a Customer Service Manager to support customers and enhance their journey. The role involves engaging with passengers directly at stations and ensuring a positive experience, making quick decisions in a lively environment. Candidates should have customer-facing experience, be friendly communicators, and ideally speak a second language. Flexible working hours with a requirement for some weekends and bank holidays are included.

Benefits

Flexible working

Inclusion commitment

Team support

Qualifications

• Experience in a customer-facing role (retail, hospitality, aviation, etc.).
• Friendly, approachable personality and a ‘customer-first' attitude.
• Ability to stay calm and professional under pressure.

Responsibilities

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

Skills

Customer-facing experience

Fluent in a second language

Basic IT skills

Education

GCSE-level education or equivalent

Tools

Microsoft Office

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 Central Region.
Shifts between 06:30 and 22:00, including weekends and bank holidays (your own transport may be necessary for early shifts).

Additional information

We're offering two roles—one permanent position and one two-year secondment.

Ready to Start Your Journey with Us?

If you're looking for a rewarding customer service career where no two days are the same, apply today! Submit your CV and get ready to attend our assessment day as part of the selection process.

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

In case of technical difficulties when submitting your application, please contact the Recruitment Team [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 – NeurodiversityHealth Assured – Neurodiversity

Be part of something bigger. Be the face of GWR!