Customer Service Trainer

• Salary: Competitive plus benefits
• Location: 26-28 Addiscombe Road (East Croydon)
• Contract Type: Permanent
• Closing Date: 1 July 2026

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)

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.

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