Great Western Railway appoints Customer Services Director

Rachel will be responsible for leading the customer services teams across its stations and trains and ensuring GWR continues to provide the highest level of customer service to its passengers.

She brings more than 15 years’ experience in customer service and operations management in transport to her new role at GWR, having previously been managing director of Stagecoach’s operations across the west of England and Oxfordshire. 

GWR Managing Director, Mark Hopwood CBE, said: "We are thrilled to welcome Rachel to the GWR team. Her extensive experience in customer service and operations management across our region will be invaluable as we continue to improve our services and deliver the best possible experience for our passengers.  

“Rachel’s understanding of our region, the destinations we serve and our key stakeholders will ensure we are in the best possible position to manage the significant opportunities ahead.” 

Commenting on her appointment, Rachel said: “GWR is the jewel in the rail industry’s crown, and joining them after years in the bus industry marks a significant and exciting phase in my career.  

“The core principles of customer service, sustainability and safe travel remain constant across both sectors and I am committed to bringing my expertise and passion for public transport to the rail industry, fostering a culture of excellence and innovation. 

“I look forward to working with the team to deliver the best possible customer service to our passengers.” 

The addition of this new role will allow Operations Director Richard Rowland greater focus on operational delivery, particularly with regard to Old Oak Common and HS2 changes, as well as a stronger focus in his role as deputy managing director.  

Rachel will join GWR next month, formally taking up her role in March.