Train Manager (Talent Pool)

Great Western Railway (Gwr); Reading; On-site; GBP 33,000 - 48,000; Full time

Benefits offered by this job

Pension

Share-saving schemes

Payroll giving

Free GWR Travel pass

Discounted Friends and Family tickets

Job summary

Great Western Railway is seeking a Train Manager to support safe, enjoyable journeys for passengers across the West of England. You will be the face of the company, delivering friendly, professional service while coordinating with drivers and station colleagues to ensure smooth operations on board.

You will handle ticketing and customer queries, work in a safety-critical environment, and participate in comprehensive training.

Qualifications

• Excellent communication and customer service skills.
• A positive, proactive attitude and professional approach.
• Flexibility to work various shifts (including weekends and bank holidays).
• Ability to stay calm under pressure and work as part of a team.

Responsibilities

• Be the face of GWR, providing friendly, helpful and professional customer service.
• Manage the safety and operation of the train, liaising with drivers and station colleagues.
• Check and sell tickets while maintaining a safe and welcoming environment on board.
• Handle customer queries and situations calmly and confidently.

Skills

Customer service

Communication

Flexibility

Teamwork

Calm under pressure

Job description

Salary: £32,758 during training, rising to £47,501 once qualified.

Join Great Western Railway and help deliver a world-class service to our customers across the West of England. As a Train Manager, you'll play a key role in ensuring safe and enjoyable journeys for all our passengers.

What You'll Do?

• Be the face of GWR, providing friendly, helpful and professional customer service.
• Manage the safety and operation of the train, liaising with drivers and station colleagues.
• Check and sell tickets while maintaining a safe and welcoming environment on board.
• Handle customer queries and situations calmly and confidently.

What We're Looking For?

• Excellent communication and customer service skills.
• A positive, proactive attitude and professional approach.
• Flexibility to work various shifts (including weekends and bank holidays).
• Ability to stay calm under pressure and work as part of a team.
• Previous front-line customer service experience is desirable.

Working Pattern?

Average 35 hours per week (shift work including early mornings, late finishes, weekends & bank holidays)

• As this is a safety crucial role applicants must be 18 or over and live within 60 minutes of station to apply.
• As a safety-critical role, you'll need to pass a medical, including hearing, vision and colour vision tests.
• Full training is provided to set you up for success in the role.
• You must live within a maximum of 60 minutes' travelling time of the depot

What to Expect

• Once you've submitted your application, you'll be invited to complete an online Situational Judgement Test (recommended on a laptop or computer).
• After the vacancy closes, we'll review our database for any previous test results and update your application accordingly.
• You'll receive practice materials before being sent your online tests 7 days later.
• Once you've completed your tests (recommended on a laptop or computer), your application will be reviewed. If shortlisted, you'll be invited to attend an assessment day, which will include group exercises, followed by a competency-based interview for successful candidates.
• Successful applicants will then need to pass a medical assessment (including colour vision, drug and alcohol screening) and complete a Basic DBS check.
• Full training will be provided, including a 7 to 8-weeks training programme in Swindon, designed to equip you with all the skills and knowledge needed for the role.

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.

• 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.

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!!