Retail Support Manager Location: Swindon, Milford House Salary: £36,680 plus flexibility Allowance of £7,336. 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 and friendly. About the team: The Retail team within the Sales & Marketing Directorate is responsible for the delivery of all aspects of ticketing within GWR. The team are responsible for delivering innovative ticketing solutions projects and ensuring existing schemes and system operate smoothly to maximise availability and improve customer satisfaction. About the job: As a Retail Support Manager, you will work in a team that is responsible for ensuring all GWR ticket retailing systems are available and developed to deliver the optimum customer experience wherever and whenever a customer has a ticket retailing interaction (Buying, collecting, fulfilling, validating and using). Your role has responsibility for protecting GWR's commercial position through proactive management of the retail estate to drive high reliability/availability and identify opportunities for improvement Your main responsibilities will be: Provide real-time support, intervention and management of the entire GWR ticket retail estate, for all channels/TIS etc, including our smart and digital estate as that grows; Undertake reactive and proactive investigations and interventions to prevent retail system failures and/or security/fraud risks, particularly issues that impact the customer experience or commercial results in line with the Service Quality Regime. Liaise with internal 'subject matter experts' for specialist support on retail and fares related issues and projects First line supplier management and interactions to ensure our suppliers resolve issues and deliver to required SLAs; Provide firstline colleague support by being part of a 'centre of excellence' on all ticket retailing matters. Using various communication tools to provide appropriate support and also maintain a central library of all manuals, fares information, retailing products, industry publications and retail related supplier contracts Provide realtime, routine and periodic intelligence reporting and communications on the GWR retail estate to a variety of stakeholders to support decision making and drive improvements. To include regular 'State of the nation' type updates and intelligence to support supplier service reviews; Tracking and management of all GWR ticket retail assets (including peripherals and spares), including management and control of a master asset list; Administer passwords and user set up for all GWR Retail Systems, and through an agreed process, ensure that user password security is monitored and maintained. Play a key role in test activity for changes that will impact ticket retailing, either directly or in conjunction with the relevant project managers, suppliers and other GWR teams; Provide first line liaison (in conjunction with the wider GWR retail team) with suppliers on access requests for projects, maintenance and other activity with potential impacts on the ticket retailing estate Maintain records of suggested system improvements and current bugs/defects to support further development opportunities and supplier conversations Manage and administer all supplier invoices/purchase orders You'll need to be: A self-motivated, dedicated, well organised and resilient individual able to work with colleagues at all levels with the business and confident to be able to represent the views of the company and group in wider stakeholder forums. As a minimum, you will need to have: Worked within a rail retailing environment, ticketing system experience advantageous. Have a structured and diligent approach to tracking activities and ensuring successful resolution. Previous Software Testing and deployment experience advantageous Possess excellent communication skills both written and verbal. Possess excellent problem-solving and organisational skills. Possess excellent organisational skills. About the location: Primary place of work will be Milford House in Swindon, with requirements for regular travel to all parts of GWR network. 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 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. https://exceptionalindividuals.com/neurodiversity/ https://www.healthassured.org/blog/neurodiversity/