By Ganymede
200 Years of Rail: A Frontline Focus
As the UK railway industry celebrates its 200th anniversary, it provides an opportunity to reflect not only on technological and infrastructural advancements, but also on the people whose work underpins the daily running of the rail network.
Michael Dobson, who is our Recruitment Manager within the Transportation industry, heading our London office, shares his professional perspective on the evolution, continued relevance, and future of frontline roles in the sector.
Drawing on his experience recruiting for positions such as train cleaners and customer-facing staff, he highlights the essential contribution these individuals make to the passenger experience and operational success of the railway.
Through the Lens of the Frontline: Then and Now
In recent years, the importance of frontline roles has become more visible.
Particularly during the COVID-19 pandemic, frontline workers remained active while much of the country came to a standstill, ensuring trains continued running and key workers could get to where they were needed most. This period highlighted the sheer dedication and resilience these roles demand, and began to shift public recognition toward the individuals behind the scenes.
Train cleanliness, once an operational necessity carried out quietly in the background, is now a major focus for train operating companies. The bar for hygiene and presentation has risen sharply, with companies striving to meet the highest standards for both safety and customer satisfaction.
At the same time, customer-facing roles have grown more complex and demanding. Staff must manage a wide variety of interactions - sometimes difficult ones - and provide a calm, clear presence during delays, cancellations, and busy travel periods. Their ability to communicate effectively and manage expectations directly impacts how passengers perceive their journey.
Why Frontline Roles Matter More Than Ever
In 2025, as more people return to regular commuting, these frontline roles have become more relevant than ever. Increased footfall across stations and trains means operators must deliver a consistently high standard of service, and this begins with having the right people on the ground.
The reality of frontline work often includes tackling tough cleaning challenges, such as graffiti removal, waste left behind by passengers, and maintaining carriages in all weather conditions. Cleaners are the first line of defence in upholding quality and safety standards, often working through the night or in unpredictable environments.
Customer service teams, meanwhile, must navigate a wide range of human behaviours. They are the face of the railway - responding to passenger needs, managing crowd control, and often delivering difficult messages during disruption. It’s a role that requires not just knowledge, but emotional intelligence, resilience, and professionalism.
Supporting the Frontline Through Communication and Connection
Recognising the need to further support and celebrate these vital contributions, Ganymede has launched a new newsletter. This platform aims to keep the rail sector informed and connected by sharing updates, insights, and examples of best practice from across the network. In doing so, it creates space for valuable conversations about quality, workforce achievements, and opportunities to improve the passenger and employee experience alike.
Looking Ahead: The Future of Rail Recruitment
Looking to the future, frontline rail recruitment is expected to continue evolving. Emerging technologies, rising costs of living, and increased competition from other sectors will shape how train operating companies attract and retain talent. Pay, benefits, flexibility, and training opportunities will all play a key role. However, what will remain constant is the critical importance of these roles within the industry.
For those considering a career in rail, frontline positions offer more than just a job - they provide hands-on experience, comprehensive training, peer support, and the chance to develop valuable communication and customer service skills. These roles serve as an ideal entry point into a dynamic and rewarding industry, offering the opportunity to make a tangible difference every single day.
As we celebrate 200 years of railway heritage, it’s the perfect time to turn the spotlight on the individuals whose efforts too often go unnoticed. Through this new platform and continued recognition, Ganymede is proud to support the voices, challenges, and successes of the frontline teams shaping the future of rail.
Read our previous blog: Accelerating Action: Ganymede's Women in Rail Reflect on IWD and 200 Years of Railway Progress