Train Manager

First Group; Bristol; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading transport service provider is looking for a Train Manager to ensure safe and enjoyable journeys across the West of England. You will provide exceptional customer service, manage train safety, and handle passenger inquiries. Ideal candidates will possess strong communication skills, a positive attitude, and the ability to work in a team. This is a safety-critical role requiring applicants to pass medical tests and live within 60 minutes of the station. Full training is provided, along with various perks.

Benefits

Health Cash Plan

Gym discounts

Pension

Free GWR Travel pass

Qualifications

• Must be 18 or over and live within 60 minutes of station.
• Previous front-line customer service experience is desirable.

Responsibilities

• Provide friendly, helpful, and professional customer service.
• Manage the safety and operation of the train.
• Check and sell tickets on board.
• Handle customer queries calmly and confidently.

Skills

Excellent communication

Customer service skills

Calm under pressure

Teamwork

Job description

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)

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.

What to Expect

• After submitting an application, complete an online Situational Judgement Test (recommended on a laptop or computer).
• We will review any previous test results and update your application accordingly.
• If further testing is required, you will be provided with practice materials for the Stage 1 assessments, followed by online tests (recommended on a laptop or computer) one week later. All tests must be completed within the specified deadlines.
  
• Once testing is complete, your application will be reviewed by the hiring manager.
• If shortlisted, you will be invited to attend an assessment day, which includes group exercises and a competency-based interview.
• Successful candidates must pass a medical assessment (colour vision, drug & alcohol screening) and complete a Basic DBS check.
• Full training provided, including a 8 week programme in Swindon to prepare you for the role.

🚄 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 embraced 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. Join the team behind this success and help us raise the bar even higher!!