Stations and Interchanges

Who we are

Our people are at the heart of everything we do. Whether you're starting your career or looking for the next step, our Customer Operations team offers a wide range of rewarding opportunities that directly impact the communities that we serve.

We want to be Wales’ favourite way to travel. Our network includes over 200 railway stations and two bus interchanges across Wales and the borders. Our Customer Operations team, with over 500 dedicated colleagues, performs a wide range of roles. From selling and checking tickets, keeping our customers safe and informed, to safely dispatching trains and keeping our facilities clean, our team is committed to delivering exceptional customer service.

We have colleagues based at over 50 of our stations. Each Station Manager is responsible for several stations in their area, conducting regular inspections to ensure the highest standards of customer service.

We’re on a mission to get Wales travelling more sustainably – not just by train but bus, walking and cycling too. Our new bus interchanges at Cardiff Central and Porth are an integral part of the integrated transport network we’re building for Wales.

At our railway stations and bus interchanges, our Customer Operations team provides seamless connections between different modes of transport, ensuring we meet the diverse needs of our customers.

View 7 vacancies in this category

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Role breakdown

Station Environmental Operative (SEO)

You’ll play a crucial role in ensuring a clean and welcoming environment for all our customers at our stations or bus interchanges.

Customer Service Advisors (CSA)

You’ll be at the forefront of ensuring our customers have a seamless and enjoyable travel experience at our stations or bus interchanges.

Customer Service Supervisors

You’ll lead by example, inspiring your team while ensuring a safe and secure environment for our colleagues and customers. Your role will be based at the station or bus interchange, supporting our front-line teams to deliver exceptional customer service.

Customer Ambassadors

You’ll play a key role in delivering excellent customer service at our stations. Your role will be varied, requiring you to think on your feet while assisting customers and managing any disruptions.

Duty Managers

You’ll lead and coach a team of customer service advisors at the station to deliver exceptional customer service while ensuring a safe and secure environment.

Station Manager

You’ll oversee the daily operations of the station or bus interchange, ensuring all services run seamlessly, safely and efficiently.

The application process

The recruitment process may differ slightly for each role and this will be outlined clearly in the job advert.

Online Application

If you think you meet the requirements for a role, please fill in and submit an online application which includes entering your personal details, experience and qualifications.

Assessment Centre and/or Interview

If your application meets our requirements, we’ll invite you to our next available assessment centre or interview.

Online testing

Depending on the role, you may be required to complete an online test before your interview day.

Interview/Assessment Day

You’ll meet with the hiring team and complete a competency-based interview face to face. Your assessment day may include an individual exercise/group exercise/role play depending on the role you’ve applied for. We’ll send you all the details in plenty of time!

Offer

If you’re successful, you’ll receive an update from the Recruitment team providing you with the offer details for the position!

Medical

Once you’ve accepted the offer, the Recruitment team will either book you in for a face to face medical at one of our local clinics or send you a link to complete an online medical questionnaire. This will depend on the role you’ve been offered.

Background checks

When your medical results are back, background checks will be completed. You’ll receive a link from our third-party supplier Pertemps who manage our checks.

Onboarding

After your background checks have been completed, the Recruitment team will send across your onboarding forms to complete, including your contract of employment.

Training

Our Stations Foundation Training Programme:

Our 4-week stations training course is designed to give you the foundation knowledge of everything you need to know before starting in your new role at the station. You’ll complete this course following your induction.

What you’ll learn:

Introduction to stations – customer experience
Think like a stations champion
Accessibility and inclusion
Safety procedures
Managing confrontation
Soft skills
Ticket awareness

Our training course takes place at one of our training offices based in Chester or Cardiff. If you’re travelling from another location which is over an hour away, we’ll book you accommodation for the training period.

Once you’ve completed the course, you’ll start work at your station. You’ll be buddied up with an experienced member of the team while you continue to learn in your new role.

Our Train Dispatch Training Programme:

For positions covering train dispatch responsibilities, you’ll attend our two-week train dispatch training course.

What you’ll learn:

Non-technical skills needed to perform the task
Dispatch process
Signalling and traction
Safety critical communication
PTS awareness
AC/DC electrification
Degraded and out of course working

The training course takes place at our offices in Chester or Cardiff. If you’re travelling from another location which is over one hour away, we’ll book you accommodation for the training period.

Once you’ve completed the course, you’ll start at your station and be buddied up with an experienced member of the team while you continue to learn.

Training Programme

Stations foundation - 4 weeks course

Dispatch training - 2 weeks course

Careers Paths

As your skills, knowledge and confidence grow, there’ll be opportunities to progress in your career in the Customer Operations team — from delivering outstanding customer service to eventually leading your own team.

We’re proud of our long history of Customer Service Advisors, Station Environmental Operatives and other station colleagues progressing into roles such as Supervisors, Duty Managers, Station Managers and a variety of positions across the wider business. We actively support career development through internal training, apprenticeships and mentoring.

Start your journey with Transport for Wales today — explore our current opportunities and take the first step towards a rewarding career in Customer Operations.

FAQs

Go to https://jobs.tfw.wales/jobs/home/. Apply or sign up for job alerts on our website. When a vacancy goes live, you can submit your application. The response for our adverts is anticipated to be high so often close early, therefore early submission is advised.

No. You’ll need to fill out our online application form on our website.

You can apply for a role if you’re over 18 years or older.

Benefits particular to the role can be seen on the job description page.

No, you’ll need to live under an hour’s travel time from your chosen station at point of application. This is due to the safety - critical nature of the role and the fatigue element associated with working shifts.

Yes, but you’ll need to wait six months from the date of your previous interview.

Once you’ve submitted your application, our hiring team will review your application. If you’re shortlisted, you’ll be invited in for a face-to-face assessment day or structured interview.

The recruitment process can take up to eight weeks.

Research your role and TfW’s mission. Be sure you understand the role and the skills and experience you think you can bring to it.

Please bring photo ID, which can include a passport or driving licence.

You can view the skills and qualifications required for the role you’ve applied for under the skills and qualifications sections of your job description.

For most of our roles, you do not need a driving license. However, you will need a way to get to work without relying on public transport.

A driving license is required for any mobile position, which involves driving a company vehicle.

If you fail on your first attempt, you’ll be able to re-apply for the position after six months.

On appointment into a role, you’ll be enrolled in four weeks of classroom learning. Then you’ll do on-the-job training with an experienced member of the team.

At the end of the training, you’ll be fully assessed by one of our experienced managers.

The first four weeks will be classroom training in either our South training centre in Cardiff or North training centre in Chester.

You’ll work a 35-hour week over four or five days per week. The role requires flexibility as you’ll be working early mornings, evenings, nights and weekends. We also offer part-time opportunities.

If you’re successful, but a role isn’t immediately available, we’ll offer you a place in our talent pool for 24 months. When a position is available, our Recruitment team will contact you.