Senior Workforce and Customer Service Training Design Manager (2954)
GTR (Govia Thameslink Railway)
Date: 2 weeks ago
City: Croydon
Contract type: Full time
Shape the Future of Customer Service at GTR
We're looking for a dynamic Senior Customer Service Training and Workforce Design Manager to lead our training and workforce planning teams. This role drives high standards, innovation, and efficiency across all GTR brands—ensuring our front-line colleagues are equipped to deliver exceptional customer experiences. With a focus on optimising staffing, embedding best practices, and aligning with GTR's values, you'll play a key role in shaping a sustainable, customer-first future.
What You'll Do
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.
We're looking for a dynamic Senior Customer Service Training and Workforce Design Manager to lead our training and workforce planning teams. This role drives high standards, innovation, and efficiency across all GTR brands—ensuring our front-line colleagues are equipped to deliver exceptional customer experiences. With a focus on optimising staffing, embedding best practices, and aligning with GTR's values, you'll play a key role in shaping a sustainable, customer-first future.
What You'll Do
- Lead and develop a team to deliver high-impact training and workforce strategies.
- Design agile, data-driven workforce plans that minimise vacancies and optimise staffing.
- Create engaging, modern training content aligned with operational and customer needs.
- Champion a culture of empowerment, accountability, and commercial awareness.
- Collaborate with internal and external stakeholders to deliver strategic goals.
- Ensure compliance, manage change, and support financial efficiency across the directorate.
- Proven leadership in workforce planning and training design.
- Strong analytical and strategic thinking skills.
- Experience in customer service operations, ideally in a transport or service-led environment.
- Excellent stakeholder management and communication abilities.
- A passion for innovation, people development, and delivering great customer journeys.
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.
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