GTR are recruiting a Workforce Design and Planning Manager based out of 26-28 Addiscombe Road* 

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. 

*Please note that the role requires 50/50 between working on-site and from home. 

Purpose of role: 

Taking responsibility for the creating the Customer Service Directorate (CSD) workforce plan, the role holder will produce and deliver against our plans to recruit and train colleagues to efficiently to meet a variety strategic objectives and KPI deliverables. The plans will be data driven and delivered within budgetary limits, contributing to improved service quality and revenue protection metrics. 

 Works closely with internal and external stakeholders to ensure that the evolving plan is consistently delivered on time and to budget, with risks identified, minimised and effectively managed. The role is also responsible for reporting against the plan and working with colleagues from across the CSD, Recruitment and Rostering teams to build a reliable forecast.  

 Using data and insight, seeks opportunities to optimise our front line workforce design, building compelling local and functional change proposals that support the overall GTR strategy. Project manages any approved changes, supporting front line leaders to enable benefit realisation.    

Anticipated interview dates: 

First stage: w/c 06 July 2026 (Teams) 

Key information 

• The Customer Service Directorate is embarking on a series of exciting projects over the next year which will help speed up our recruitment processes, deliver customer service training, and ensure we have the right people, in the right roles at the right time. This is an exciting opportunity to be at the heart of a directorate driving change and innovation in the rail industry and working hard to meet the demands of a growing customer base. 

• A series of high-profile projects are being delivered in the Customer Service Directorate this year, spanning workforce and resource planning and customer service training, and this role will play an essential role organising, planning and leading delivery. 

• This individual will spearhead the development of our groundbreaking Great Journey Makers customer service training experience. 

• This is a great opportunity for those with project management or operational delivery experience who want to contribute to some existing initiatives being delivered this year. 

• The customer service directorate is delivering projects which will help create better customer experiences and a more efficient operating model, where our aim to create great journeys and work smarter, spend wisely is at the heart of all we do. 

• The successful candidate will be highly proactive and use their initiative not only to manage the delivery of customer service directorate projects, but to ‘get stuck in' and use their own experience and ideas to ensure we are designing training which makes the biggest colleague and customer impact. 

• We are a fast-paced team who work closely with senior leaders, stakeholders and industry (including DfT) to respond to submissions and requests for information. We work at pace to ensure that we are delivering value for money, and an eye for detail and confident presenting is essential in this role. 

• The successful candidate will have a good grasp of data and how to make informed decisions based on analysing information. The successful candidate should be able to use Power Bi, SharePoint and other tools. 

• 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.  

Please open the attached job description for more information.