GTR
Customer Service Trainer
GTR are recruiting a Customer Service Trainer based out of East Croydon. This is a great opportunity for a customer-focussed individual to deliver engaging, high-impact training that empowers frontline teams to create great journeys every day.
Job Purpose
The role-holder is responsible for the delivery of customer service and operational training, to colleagues in a customer-facing role, delivering customer-focused and competent new entrants.
At this level you will:
- Communicate effectively: Adapting your delivery style to meet your trainees’ needs to ensure they understand the learning.
- Deliver a first-class training experience: Ensuring trainees are confident to deliver the learning in their substantive role.
- Ensure compliance with all regulatory and company standards: Ensuring courses are always delivered to GTR customer service standards, GTR operational standards and railway regulations.
Anticipated Interview Dates
First stage: w/c 13 July 2026 (in-person, Croydon)
Principal Accountabilities and Deliverables
- Facilitate and deliver customer service and operational training to Customer Service Directorate staff.
- Use training to create a change in culture and behaviours which put customer service standards at the heart of the customer experience.
- Contribute to the development and design of engaging training programmes that put our customers at the heart of the learning.
- Pro-actively review industry (both Rail and Training) best practice and make recommendations to adapt content and delivery styles to continually improve our service offering.
- Coach and mentor colleagues, providing structured guidance and performance feedback to drive customer excellence.
- Ensure technology is utilised to its maximum potential, to facilitate remote learning where needed and deliver a modern, cost effective, outcome-driven training experience to trainees.
- Regularly engage with internal stakeholders across the business to ensure the training meets their requirements, in terms of course content and delivery timeframes.
- Seek feedback on course content and delivery from trainees and relevant internal stakeholders.
- Ensure personal operational competency is maintained (compliant with GTR standards).
- There may also be a requirement to work an ‘on call’ roster. If applicable, this will be advised by your line manager.
Experience, Knowledge & Qualifications
The job requires the following blend of experience/knowledge, skills, and behaviours (all are essential, unless otherwise shown):
- Clear communication style, adaptable to suit the audience.
- Flexible and pro-active approach to work.
- Focussed on continuous improvement.
- Excellent organisational skills and ability to multi-task and work to deadlines.
- Adopt a solution-led approach to your work.
- Problem-solver.
- Stakeholder management.
Additional Requirements
- Experience in training delivery (preferred).
- CIPD in training and design or equivalent qualifications (preferred).
- The successful candidate will be required to join the customer service on-call roster.
What we can offer you
- Final salary pension.
- 25 days holiday plus bank holidays.
- Healthcare.
- Free travel on GTR and sister groups for you and your family.
- 75% off travel on other train operating companies for you, and leisure for your family.
- Discounted Oyster Card.
- GTR offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave – all part of our commitment to family friendly policies.
- StarHub – our great benefits package which, for example, includes discounts with many retailers.
