Experience for our passengers.
About the job
It takes a special kind of person to be customer facing at a busy railway station with thousands of customers coming and going every day. As a Customer Service Manager, you won't answer calls or be stuck behind a desk; you'll be more than a friendly face. You'll be the face of GWR, taking a calm and collected approach to ensure every customer experience is memorable and enjoyable. You will be entrusted with resources and responsibilities to deliver excellent service.
If you're ready for a fast-paced customer service challenge with a difference - the journey starts here.
Main responsibilities
* Proactively helping our customers and brightening up their day, whatever the weather.
* Helping millions of rail customers to get to where they want to go - making every journey important.
* Covering every inch of your station to go the extra mile for our customers and being empowered to handle various situations.
Working Pattern
As our Customer Service Managers need to be available morning, noon, and evening, these roles aren't 9-5. You must be flexible to work between 06:30 and 22:00 on a shift basis. This role is only for weekends. Although Oxford Station is your home base, you may be required to work at other stations in the East Region as needed.
Additional information
Applicants must submit a CV. Shortlisted candidates will be invited to an assessment day during the week commencing 8th September 2025.
The Reward
Benefits include a great team environment, comprehensive training, ongoing development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, health care plans, discounts on shopping and gym memberships, and employee assistance programs.
We are committed to an inclusive environment, valuing diversity in age, gender, LGBTQIA+, ethnicity, religion, and disability. We support flexible working options and provide additional support for applicants with disabilities or neurodivergent conditions.
Candidate profile
* Ability to think quickly and make decisions, with excellent face-to-face communication skills.
* Confident and tactful communicator who can assist worried or hurried customers.
* Hardworking with a customer-first approach and a passion for enhancing passenger experiences.
* Fluency in a second language is highly desirable.
Minimum requirements
* Experience in demanding customer-facing roles such as retail, aviation, or similar sectors.
* Ability to think on your feet and connect with customers face-to-face.
* Effective communication skills to put people at ease.
* Education to at least GCSE level or equivalent.
* Basic knowledge of Microsoft Office, internet applications, and relevant devices.
* Knowledge of the local area.
About GWR
GWR is the proud custodian of Brunel's railway, with a network that spans from Cornwall and South Wales to London, serving over 275 stations and carrying more than 100 million passengers annually. We are committed to transforming rail travel and empowering our diverse team of over 6,000 people.
About the team
You will join a multilingual, diverse team passionate about delivering excellent customer service, working together to resolve issues and ensure the best experience for our passengers.
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