Train Manager (Talent Pool)

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

Benefits offered by this job

Health cash plan

Health screenings

Employee assistance program (EAP)

Gym discounts

Costco membership

Bike scheme

Retail discounts

Pension

Share-saving schemes

Payroll giving

Free GWR Travel pass

Discounted Friends and Family tickets

Eurostar and European rail travel

Job summary

Great Western Railway is seeking a Train Manager to ensure safe, enjoyable journeys for passengers across the West of England. The role involves leading customer service on board, coordinating with drivers and station staff, and handling queries with professionalism.

The position offers a clear progression from training to full qualification, with a comprehensive training program and opportunities to contribute to a world-class service.

Qualifications

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

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

Teamwork

Calm under pressure

Front-line experience

Tools

Ticket selling systems

Job description

Train Manager

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 & 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).

Key Details?

• 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.

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.

GWR has achieved its highest customer satisfaction in over 20 years - 92%, with record scores in comfort, service and station experience.