Great Western Railway has appointed Rachel Geliamassi to the newly created position of Customer Services Director.

The new role will see Rachel lead customer service teams throughout the rail operator’s many stations and trains in order to bring the very best in customer service for GWR customers.

Rachel will start work with the rail operator in March and will be responsible for leading the customer service teams across its stations and trains, ensuring GWR continues to provide the highest level of customer service to its passengers.

With over 15 years of experience in customer service experience and operations management within the transport sector, including managing director of Stagecoach’s operations in the west of England and Oxfordshire, Rachel is the perfect fit for the job.

The creation of the Customer Services Director role will also support Great Western Railway’s Operations Director, Richard Rowland, with the ability to take a key focus on operational delivery, especially in relation to Old Oak Common and changes for HS2.

“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.”

Mark Hopwood CBE, GWR Managing Director

“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.”

Rachel Geliamassi, GWR Customer Services Director