The station and all trains that serve the station are operated by Southeastern.
It appears in the timetable and online enquiry systems as "Shepherds Well" but the platform signs read "Shepherdswell". It is adjacent to the terminus of the East Kent heritage line, which is spelt as one word: Shepherdswell.
The booking office in the station building on the country-bound platform is open only for very limited hours on Mondays to Fridays mornings but a Permit To Travel ticket machine (also on the country-bound platform) caters for out-of-hours ticketing.