Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.
We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.
About the team?
The Customer Services and Operations Training Team resides within the Learning & Development department, based at Milford House in Swindon. Our team operates in a vibrant and fast-paced environment, constantly prioritising the learner experience as our topmost concern.
About the job?
We are responsible for designing and delivering comprehensive customer service and operations courses designed specifically for trainee controllers, guards, and dispatch colleagues. We also specialise in tailor-made training programs to meet the unique needs of individuals and teams across the entire organisation.
Your main responsibilities will be:
* Conducting training sessions, imparting knowledge, skills and role modelling behaviours to GWR colleagues, utilising various techniques and methods. Employing learning best practices, engaging participants in active learning, and encouraging participation and interaction
* Assessing the training needs of colleagues, teams, or departments through surveys, interviews, or performance evaluations, and identifying areas for development.
* Creating engaging and interactive training content such as presentations, e-learning modules, job aids, or manuals to support learning.
* Evaluating learning effectiveness through assessments, colleague feedback and performance metrics to measure learning outcomes and make improvements as needed.
* Managing training logistics, scheduling sessions, coordinating resources, and ensuring smooth delivery of training events.
* Collaborating with subject matter experts and stakeholders to gather input to align training with business objectives, customising content for specific audiences.
* Staying updated with industry trends, new training methodologies and technologies to continuously enhance personal and professional training skills.
* Documenting and maintaining accurate records of training activities, attendance, and colleague progress, while generating reports on training effectiveness and return on investment.
You'll need to be:
* A subject matter expert in your chosen customer service and operational discipline.
* A role model for GWR's values and behaviours, demonstrating a great experience through our Six Pillars.
* A clear and effective communicator.
* Able to facilitate training with large groups of people.
* Flexible and adaptable to the changing needs of the business and the learning needs of our colleagues.
* Passionate about self-development and supporting others.
* Flexible, as some of our training will be delivered outside of Swindon and may require overnight stays.
As a minimum you'll need to have:
* Experience as a Guard.
* Experience of delivering training or coaching.
About the location?
Milford House in Swindon, home to GWR HQ, houses our Training Centre where we offer an inclusive and welcoming environment for diverse training, combining professionalism with a friendly atmosphere.
Working Pattern?
37 hrs – Monday to Friday
The Reward?
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.
We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
INGWR