South West, South Wales and London, we deliver travel experiences through some of the UK's most beautiful landscapes and top tourist spots. Our team of 6,000+ passionate colleagues - from engineers to on-board hosts - play a vital role in this transformation. Their efforts are paying off with a Customer Satisfaction score of 92% - our highest in 20 years! Our online customer service has a significant role in this success, which is where we need you!
About the team Our Social Media Customer Support Advisors are part of the Social Media Team within the wider External Communications Team. The team manages customer support and brand reputation across all social media channels, responding reactively and proactively to provide customer information. As the digital 'face' of GWR, our team ensures every customer interaction builds trust and enhances our reputation. We handle messaging carefully - minimizing risks while maximizing opportunities for customers to see GWR as a reliable brand.
Your main responsibilities will be:
Monitoring, responding to, and tagging all relevant posts on GWR's social media sites such as Facebook, X, WhatsApp, and Instagram.
Providing high-quality customer service through the company's social media accounts, liaising with other departments to ensure accurate and relevant information is provided.
Ensuring customer feedback about our service is passed to management, following up on complaints, and acknowledging feedback.
Searching and listening across the web for opportunities to promote our service or encourage visits to our website.
Developing excellent relationships with digital stakeholders.
Acting as a Brand Ambassador for GWR, using the appropriate tone of voice to protect and enhance the company's reputation.
About the location The role is based in Milford House, Swindon, with some flexible and home working options.
Working pattern 37 hours a week, including alternate weekends. Shifts include early (starting at 6am), late (finishing at 11pm), and day shifts.
The Reward
Ongoing development and training
Defined benefit pension scheme with the Railways Pension Scheme
Free rail travel across the GWR network for you and your family
Company-sponsored healthcare plan
Discounted shopping and gym memberships
Employee assistance programme and more
Interview dates 9th, 10th, and 11th September 2025.
Our commitment to diversity and inclusion We value diversity and promote an inclusive environment. We support flexible working and provide additional support for applicants with disabilities or neurodivergent conditions.
What you'll bring
Positive energy and a passion for customer service
Excellent communication skills, clear and concise writing
A team player who is self-motivated and comfortable working independently
Ability to work under pressure and remain calm
Resilience and good humor
Flexibility to work various shifts, including early mornings, late evenings, and weekends
Minimum requirements
Excellent grammar and spelling
Recent customer service experience, preferably in a contact centre
Understanding of social media platforms
Positive attitude and willingness to go the extra mile
Salary £30,000 per annum
Join us Become a part of GWR as a Social Media Customer Support Advisor, helping people in real-time across our online community. Whether guiding a day-tripper or reuniting a commuter with lost property, your goal is to make every interaction helpful, clear, and human, maintaining our reputation for excellence.
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