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?
We are part of the Learning and Development team. We support the transformation of GWR by providing development that aligns with our customer experience promise and the changes in the business. It has never been more exciting to join the team and be part of that change. Our aim is to provide inclusive learning and development for GWR colleagues to deliver a great customer experience.
About this role?
This is a varied and rewarding role, consisting of the delivery of Customer Services training and Retail and Revenue Training. You will play a pivotal role in providing efficient and enjoyable learning that complements our portfolio. Our aim is to provide inclusive learning and development for GWR colleagues to deliver a great customer experience.
Your main responsibilities will be:
* Delivering face to face and online customer services and retail training through formal training delivery, coaching and provision of resources
* Assisting with initiatives and programmes to support the wider business on behalf of the Customer Services Training Team
You'll need to be:
* Supportive of the wider business, with a clear understanding of GWR's vision and values and your role within this.
* An excellent communicator.
* A role model to GWR Colleagues, passionate about self - development and supporting others.
* Safety focused, a role model for GWR's BeSafe principles.
* Forward thinking, seeking creative and innovative ways to encourage a learner centric culture.
* Passionate and curious about innovation and technology, constantly seeking out opportunities to improve the efficiency and enjoyment of learning.
* A creative thinker, skilled influencer, personally credible and collaborative, driven to deliver, with the courage to challenge.
* Self-motivated, able to manage own workload.
As a minimum you will need to have:
Essential
* Previous experience of selling/issuing rail tickets.
* Confident presentation skills
* Proven track-record in delivering an excellent customer experience.
* Good knowledge of ticketing and railcards
* Good I.T skills in Microsoft Office (Word, PowerPoint, and Excel) – essential
* Retail and Revenue knowledge
Desirable
* Previous experience of delivering training/coaching in a formal environment.
* A training or teaching qualification.
About the location?
* The majority of our training is in Milford House, Swindon as well as some off-site locations in Swindon.
* Responsibilities may also take you anywhere across the GWR network, including overnight stays.
* A portion of our training is remotely delivered so an ability to work from home on regular occasions is necessary.
Additional Information?
* The more varied our workforce, the broader the expertise within our organisation. The broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity, and inclusion at every level.
* If you share our passion for learning, then we would love to hear from you.
Working Pattern?
Typical office hours are between the hours of 8.30 and 16.30.
Monday to Friday
Additional information?
Applicants must live within a 90-minute commute to Swindon.
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