From Gateline to Revenue Protection: Michael's GWR Apprenticeship Journey

Meet Michael

Michael is a Great Western Railway apprentice whose rotations have included gateline, ticket office, and Revenue Protection roles. He met Princess Anne on his first day at Swindon station and took part in an aviation experience day through college. His apprenticeship has developed his customer service, problem-solving, and time management skills, particularly during service disruptions.

What have you enjoyed most about your apprenticeship at GWR?

The thing I’ve enjoyed most is getting a hands-on understanding of how the railway really operates. It’s been fascinating to see what goes on behind the scenes and to speak with colleagues from all areas of the business, learning more about the different roles that keep the railway moving every day.

What has been the highlight of your apprenticeship so far?

My biggest highlight so far has to be meeting Princess Anne on my very first day working on the gateline at Swindon. It was an unforgettable experience and certainly not something I expected on my first day!

What makes being an apprentice at GWR unique?

Being an apprentice at GWR gives you the unique opportunity to experience a wide range of roles across the business. You get to explore different departments and gain a real understanding of how the company operates, which helps you discover where your interests and strengths lie.

What have you learned during your apprenticeship that has surprised you the most?

One of the biggest surprises has been just how many different career opportunities there are within GWR. There really is a role for everyone, whether you enjoy working with customers, operating trains or working behind the scenes.

How has your apprenticeship helped you develop both personally and professionally?

Personally, the apprenticeship has helped me become more disciplined and aware of the importance of maintaining a good work-life balance, including getting enough sleep—especially when working early shifts.

Professionally, it has helped me develop my communication skills and taught me how to speak to customers in a calm, professional manner, particularly during times of disruption when providing reassurance and support is so important.

What new skills have you gained since joining GWR?

Since joining GWR, I’ve developed a number of valuable skills, including:

• Professional communication and customer service
• Effective time management
• Problem-solving and decision-making during disruption
• Confidence in supporting passengers in a range of situations

How has working across different teams helped you understand the railway industry?

Working across different teams has given me a much greater understanding of how the railway operates. It’s also been really interesting to see the different ways people work and learn from colleagues who each bring their own experiences and perspectives to the job.

What opportunities have you had to experience different roles within GWR?

Through the apprenticeship, I’ve had the opportunity to experience a variety of roles across the business. Working on the gateline has shown me what it’s like to be one of the first people passengers see when they begin their journey, while also giving me the chance to meet colleagues from across the network and learn about their roles.

I’ve also gained experience working in a ticket office during a heatwave and spent time learning how Revenue Protection teams operate on board our trains.

In addition, I took part in an aviation experience day through college, which included a tour of an aircraft engineer's hangar, performing a trolley service in a mock cabin and even trying out an emergency evacuation slide.

How has your apprenticeship given you insight into the variety of careers available at GWR?

The apprenticeship has provided me with a fantastic insight into the wide variety of careers available at GWR. From safety-critical roles such as Driver, Train Manager and Dispatcher, to customer-facing positions in stations and ticket offices, and even corporate roles behind the scenes, there are so many different career paths to explore.

What has it been like working with colleagues across GWR?

Working with colleagues across the network has been a great experience. Everyone has their own way of working, and it’s been really valuable learning from different people and seeing the many ways the railway operates. It has given me a broader understanding of the business and helped me develop my own approach to the role.

How have your managers and colleagues supported you throughout your apprenticeship?

My managers and colleagues have been incredibly supportive throughout the apprenticeship. They’ve helped me gain a genuine understanding of how the railway works and have always been willing to share their knowledge and provide guidance on areas where I can continue to develop and progress.