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.