Our Control staff keep our service running and our staff and customers informed. They identify and react to occurrences as they take place 24 hours a day, 7 days a week, and aim to provide the best possible train service to customers, whatever the circumstances.
Customer Experience Team Leader
Having worked in the hospitality industry for 7 years before joining GTR, I was always fascinated by how the rail industry operated. It wasn't until when the London Bridge redevelopment work started as part of the Thameslink Programme, my interest in the railway grew which prompted me to search for a new career. I've never looked back since.
The Customer Experience Team Leader role provides customers with detailed and concise information when their journey is disrupted, so they're enabled to make the right travel choices tailored to their journey. As well as updating our websites and apps, I'll work with my colleagues to ensure instant updates are available using various other channels useful to our customers. I must be ready to take charge and gather as much information as I can about a problem, keeping the customer at the heart of every decision I make.
What I really enjoy about the role is doing everything I can to guarantee a positive experience for our customers from start to finish, letting them know that we're doing everything we can to put things right when the unexpected happens.
GTR really cares for their employees and they recognise the potential in all of us who work here, listening to our feedback and doing what's best for both employees and customers. We also receive great perks (including a gym on the ground floor in the Control Centre!)
You should consider working within Control If you're passionate about wanting better for our customers, able to work under pressure, and want to contribute towards building a high performing organisation.
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