Great Western Railway (GWR)
Train Service Manager - Talent Pool
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Salary - £43,068
Be Part of a Journey Like No Other – Join GWR
At Great Western Railway, we're more than a train company - we're the proud custodians of Brunel's iconic railway, one of the most prestigious networks in the world. With over 100 million passenger journeys each year and more than 275 destinations across the South West, South Wales and London, we deliver travel experiences through some of the UK's most beautiful landscapes and top tourist spots.
We're not standing still. With a modern fleet and ambitious plans for growth, we're transforming the way people think about rail travel: relaxing, fast, efficient, friendly and fun.
Our team of 6,000+ passionate colleagues - from engineers to on-board hosts - play a vital role in this transformation. And their efforts are paying off with GWR's Customer satisfaction score of 92% - our highest in 20 years!
These results show what's possible when teamwork, pride and passion drive everything we do. We've set a new standard. Now we're looking for more great people to help us keep raising it.
Ready to join something exceptional? Discover opportunities at GWR and be part of our journey.
About the Team
Based in our Integrated Control Centre in Swindon, the Train Service Delivery team is at the heart of Great Western Railway's operation, helping thousands of customers reach their destinations safely and reliably every day.
Working in a fast-paced, 24/7 environment, you'll play a vital role in keeping our railway moving. From managing the live train service and coordinating operational responses to providing accurate customer information and restoring services during disruption, you'll help ensure the best possible experience for our customers.
You'll work closely with colleagues across GWR, including Control Room leaders, Area Operations Managers and Engineering teams, as well as industry partners such as Network Rail and other Train Operating Companies. It's a collaborative role where every day brings new challenges, and no two shifts are ever the same.
About the Role
As a Train Service Delivery Controller, you'll manage the live train service in real time, making decisions that help keep our network running safely, reliably and efficiently.
Working with colleagues across GWR and industry partners, you'll coordinate the train plan, respond to operational challenges and support service recovery during disruption. Your decisions will directly influence customer journeys, making this a rewarding role for someone who enjoys problem-solving, working under pressure and making a real difference.
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What You'll Be Doing
- Managing the live train service to deliver the published timetable wherever possible.
- Implementing contingency and service recovery plans during disruption.
- Acting as a key link between Control, onboard colleagues, station teams and customer information teams to ensure customers receive accurate and timely updates.
- Monitoring train performance using operational systems and taking proactive action to minimise delays.
- Making the best use of available trains and traincrew to maintain service delivery.
- Working collaboratively with Network Rail and station teams to restore services quickly and reduce disruption.
- Keeping operational systems and records accurate and up to date.
What We're Looking For
We're looking for someone who enjoys working in a dynamic environment and can remain calm when priorities change. You'll be a confident communicator who enjoys collaborating with others and making informed decisions that have a real impact.
You'll be able to:
- Take a positive, proactive and professional approach to your work.
- Solve problems and make sound decisions, even in challenging situations.
- Stay calm and focused in a fast-paced, high-pressure environment while prioritising tasks effectively.
- Adapt quickly to changing circumstances and respond confidently to operational challenges.
- Communicate clearly with a wide range of colleagues and stakeholders.
- Maintain a high level of accuracy and attention to detail while balancing competing priorities.
What You'll Bring
Ideally, you'll have:
- A good understanding of railway operations.
- An understanding of GWR services, customer needs and route geography.
- Experience of working in an operational or time-critical environment where safety, communication and decision-making are key.
About the location
The team is based in Swindon in the Network Rail Integrated Control Centre. This is an office-based job. There are excellent public transport links.
Working Pattern
The role will entail 24/7, 365-day coverage on a 10-week rotating roster, including weekends and bank holidays. Be flexible to work a variety of shifts, including weekends and bank holidays.
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The successful candidate will undertake approximately 10 weeks of training, including on-the-job and classroom training, and will develop an understanding of the different roles within Control. Training can be provided for applicants with limited Railway experience.
Application
Please apply online via our website https://careers.firstgroup.co.uk/brand-gwr
If you have any problems applying, please email gwrrecruitment@gwr.com
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 with the Railways Pension Scheme,
- free rail travel across the GWR network for you and your family,
- discounted travel with other Train Operating Companies,
- company-sponsored health care plan,
- discounted shopping and gym membership,
- employee assistance programme and much more.
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/
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