Customer Service Training Design Manager (2955)
- Salary:Competitive dependant on experience
- Location:Go-Ahead House (East Croydon)
- Contract Type:Permanent
- Closing Date:23 June 2025
Bring Customer Service to Life Through Exceptional Training Design
Are you passionate about creating engaging, impactful training that empowers teams and elevates customer experiences? We're looking for a dynamic Customer Service Training Design Manager to lead the development of innovative training solutions for our Customer Service Directorate (CSD).
In this pivotal role, you'll shape the way our teams learn, grow, and deliver on our promises to customers—through immersive content, collaborative design, and data-driven insights. If you're a strategic thinker with a flair for stakeholder engagement and a drive to make a real difference, we'd love to hear from you.
Key Responsibilities
- Use customer insight, internal feedback, and external best practices to shape our customer service training proposition.
- Collaborate with the Customer Experience team to ensure training content meets customer and stakeholder needs.
- Design modern, enjoyable, and memorable training using agile and innovative delivery methods.
- Translate our customer proposition into clear, engaging content that reinforces the “brilliant basics” of service excellence.
- Partner with Stations, On Board, and Rail Enforcement teams to identify training needs and co-create solutions.
- Manage relationships with external training providers to ensure quality and consistency.
- Coordinate training design efforts, ensuring clear, measurable learning objectives.
- Continuously seek and apply best practices from across industries to enhance our training approach.
- Support the Operational Training team with feedback and improvement opportunities.
- Lead the design and execution of training evaluation and quality assurance processes.
- Oversee and project manage the rollout of new training initiatives across CSD.
- Ensure all training content aligns with GTR's customer and operational standards.
What We're Looking For
- Proven experience in training design and development, ideally within a customer service or operational environment.
- Strong stakeholder management and communication skills.
- Ability to translate strategic goals into engaging, learner-focused content.
- Experience with modern learning technologies and agile delivery methods.
- A proactive, collaborative approach with a passion for continuous improvement.
What you'll get:
Living locally, you'll have a short commute and rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You'll enjoy great company and industry benefits, as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more. #LI-PA1
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 left school as soon as I could, which was just after finishing my GCSEs.After a couple of office and retail jobs, I started my railway career in 2013 when I was 19 years old. Over six or so years, I worked in various roles and covered pretty much every station between Stevenage and Finsbury Park. It was a slightly quieter day when I saw the job advert for a trainee driver. I applied on a whim and things progressed from there!”
Beau Hawkins
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