Service Quality Improvement Manager Review
at Great Western Railway
Level 4/5 Apprenticeship
Logistics and Operations
Penzance
Review Submitted: April 2026
Overall Rating
5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
-
Overview of Role
5/5
-
Skills Development
5/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
Service Quality Regime (SQR), or what we internally call Service Quality Excellence (SQE), was introduced to GWR in June 2022 as part of the National Rail Contract (NRC) with the Department for Transport (DfT). The Service Quality team are responsible for managing the Service Quality Regime part of the NRC, ensuring that GWR meet the legal requirements of the contract. This requires us to ensure Quality Inspections are carried out accurately and impartially by independent party across the 3 components: Stations, Trains, and Customer Service.
To what extent do you enjoy your programme?
5/5
I thoroughly my role, it is varied, engaging and allows for plenty of development opportunities both professionally and personally. No 2 days are the same and there is always something new to be learnt.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Yes, I have continued to build on my existing skills while also developing new ones that are relevant to the SQE role. I’ve strengthened my ability to analyse service performance and customer feedback to identify issues and put practical improvements in place. I’ve also become more confident working with different teams and managers, communicating clearly to support service improvements and maintain quality standards.
Structure and Support
How well organised/structured is your programme?
5/5
The learning of the SQE role is very well organised and clearly structured, with the SQE standards embedded throughout. Activities and learning objectives are well planned, which makes it easy to see how my day-to-day work links to the knowledge, skills and behaviours required for the SQE role. This structure has helped me stay focused, track my progress, and apply what I’m learning consistently in the workplace.
How much support do you receive from your employer?
5/5
I receive a lot of support from my employer. My line manager is very supportive, and I also get regular guidance from the learning and development team, which helps me stay on track. In addition, we have access to manager coaches who provide valuable coaching and feedback.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I receive a great deal of support from my training provider while working towards my qualification. They are readily available to answer questions, provide clear guidance on requirements, and offer regular check-ins to support my progress. This ongoing support has been very reassuring and has helped me stay motivated and confident throughout the programme.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
My qualification supports my performance in the role very well. The course content closely aligns with my day-to-day work, which is largely consultancy-based, so I’m able to directly apply what I’m learning to real situations. The Junior Management Consultancy Apprenticeship has been a tremendous help in supporting my transition into this role and has built my confidence, structure, and approach to problem solving.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
Yes, there are extra‑curricular activities available at work. I have been involved in the ASCENT course, which is aimed at supporting upcoming professionals and developing skills beyond the day‑to‑day role. This has been a great opportunity for professional development as well as networking with others across the organisation.
Recommendations & Advice
Would you recommend Great Western Railway to a friend?
Yes
Why?
I would recommend Great Western Railway to a friend. There are strong learning and development opportunities, with clear support for both personal and professional growth, alongside flexibility in roles and career progression. The organisation actively encourages development, making it a great place to build skills, gain experience, and progress over time.
What tips or advice would you give to others applying to Great Western Railway?
I would advise others applying to Great Western Railway to do thorough research into the role they are applying for and understand what it really involves. Making contact before and during the application process, asking questions, and looking for opportunities to shadow can make a big difference. Being knowledgeable about the role and showing genuine interest and initiative will help you stand out from other applicants.
