Customer Service Coach (3159)
- Salary:£38,000 along with great benefits
- Location:Various Locations
- Contract Type:Permanent
- Closing Date:26 September 2025
Purpose of role:
This role supports the Customer Service Directorate's Stations and On Board teams to deliver an excellent customer experience and meet our Service Quality Regime (SQR) and assisted travel targets.
This is achieved through the delivery of customer and colleague focussed improvement initiatives and the provision of coaching to drive continuous improvement.Working closely with the Customer Service Improvement Manager, Stations and On Board management teams, this role helps to drive activity that is designed to drive continuous improvement, engage our front line colleagues and provide support where it is needed most.
Key Accountabilities:
- Ensures colleagues are supported to deliver a seamless, proactive and enjoyable customer experience through coaching, mentoring and upskilling, whilst supporting continuous improvement in safety, performance and revenue protection activity
- Creates awareness of available tools and apps that helps colleagues deliver in the most efficient and helpful way
- Coaches front line colleagues on a 1:1 or group basis as required, delivering key messages and supporting compliance to GTR's quality management system and training proposition
- Has a personal in-depth knowledge of GTR's customer experience standards, SQR and ATP requirements, fares and ticketing, and any other relevant policies, information and guidance and where this can be found. Shares this knowledge with colleagues as required.
We are looking for a customer service coach to primarily cover the Southern network, although at times, you will be required to support our other teams across the network.
Full JD attached.
Benefits

Pension

Staff Travel

Childcare Vouchers

Extra Holidays

Discount Scheme

Long Service Awards

Employee Assistance Programme

The Transport Benevolent Fund

In-House Occupational Health Department

Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager