At a Glance
- Tasks: Create and deliver workforce plans to enhance customer service and training.
- Company: Join GTR, a leader in transport with a focus on customer experience.
- Benefits: Enjoy free travel, discounts, and a comprehensive benefits package.
- Other info: Flexible work environment with opportunities for career growth.
- Why this job: Make a real impact by optimising workforce design and enhancing service quality.
- Qualifications: Experience in workforce planning and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
GTR is recruiting a Workforce Design and Planning Manager based out of 26-28 Addiscombe Road. This is a great opportunity for a customer‑focused individual to deliver engaging, high‑impact training that empowers frontline teams to create great journeys every day.
Purpose of role
Taking responsibility for the creation of the Customer Service Directorate (CSD) workforce plan, the role holder will produce and deliver plans to recruit and train colleagues efficiently in order to meet 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 frontline 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.
Key responsibilities
- Develop and maintain the CSD workforce plan.
- Produce recruitment and training plans, ensuring they meet KPI deliverables and budget.
- Collaborate with stakeholders to deliver plans on time and manage associated risks.
- Report on plan performance and build reliable forecasts with recruitment and rostering teams.
- Analyse data to optimise workforce design and propose local and functional changes.
- Project manage approved changes, supporting front line leaders in delivering benefits.
- Participate in customer service directorate projects, contributing to training development and operational delivery.
- Contribute to the on‑call roster for customer service support.
Required skills and experience
- Experience in workforce planning, recruitment or operational delivery.
- Strong analytical skills and ability to make decisions based on data.
- Proficiency with Power BI, SharePoint, and other relevant tools.
- Excellent communication, presentation and stakeholder management skills.
- Proactive, initiative‑driven and comfortable working in a fast‑paced environment.
What we can offer you
- Final salary pension.
- 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.
- StarHub – our great benefits package which, for example, includes discounts with many retailers.
Workforce Design and Planning Manager (3578) employer: Govia Thameslink Railway
GTR is an exceptional employer that prioritises employee development and well-being, offering a dynamic work culture where collaboration and innovation thrive. With a strong focus on customer service, employees benefit from a comprehensive training programme, flexible working arrangements, and generous travel perks, including free travel for family members. The company fosters growth through data-driven decision-making and provides opportunities to engage in meaningful projects that directly impact the customer experience.
