Part-Time Qualified Onboard Manager, Hull

Permanent

17.5 hours per week (plus Sundays as rostered overtime)

Basic part-time salary is £19,867 per annum (excluding Sundays)

Excellent benefits package including free and discounted rail travel, defined contribution company pension scheme, 17 days' holiday including bank holidays, health cashback scheme and 50% gym paid membership fees. 

Hull Trains is an open-access operator running seven daily services to London King's Cross from Hull, Brough, Howden, Selby, Doncaster, Retford and Grantham.

Now in our 24th year of operation, we are an institution in the Humber region with a commitment to both our customers and the local community.

Our colleagues are what set us apart: local people, working for a local company, providing first-class services to the community. They love working for Hull Trains, and this is evidenced by our high retention levels and our passion for promoting career progression. We have countless examples of people who have progressed through our ranks and now hold senior positions within the business. 

We are dedicated to equality and diversity, with a workforce made up of 50% male and 50% female colleagues, and the highest percentage of female Drivers in the country.  In September 2024 we were honoured to be awarded the prestigious Great Place to Work Award at the National Rail Awards for our commitment to our people and achieving outstanding engagement scores of 84%; furthermore we were awarded the Top Employer of the Year Award at the 2023 Women in Rail Awards for our commitment to equality and diversity.

Hull Trains was the first rail operator in Great Britain where journey levels exceeded pre-pandemic levels. We now provide more passenger services on larger trains than ever before and are transporting record numbers of passengers on board. Our Paragon fleet is also one of the most modern and environmentally friendly on the UK's rail network.

We are a company that is on the up! A proud local employer with a team of onboard and head office colleagues, who are not only committed to delivering excellent customer service but also dedicated to the city of Hull and the surrounding communities.  

We're excited to be planning our future with further growth; a future which you could be a part of…

Would you like to join our journey? 

We are recruiting for a Part-Time Qualified Onboard Manager.

As an On Board Manager, you will be responsible for ensuring that all operational safety requirements, and responsibilities are undertaken in line with the current standards and in relation to safety critical duties noted in the Rule Book.

You will also be expected to:

• To undertake duties in accordance with the statutory rules and regulations, Network Rail instructions, RDG Codes of Practice and instructions issued by Hull Trains to ensure the safe and efficient working of trains.
• Work in accordance with the company injury prevention policy and practices ensuring all accidents, incidents and near misses as well as potential risk is promptly reported.
• To strive to expand upon Hull Trains reputation for the highest levels of customer care and demonstrates that we are the Company that goes that bit further!  You will make every effort to exceed our customers' expectations and lead all customer service activities within your duties in an open and honest manner, making good any shortfalls and reporting these promptly.
• Be responsible for working in close partnership with the On Board Hosts ensuring all help each other within their duties, not to the detriment of their safety responsibilities.
• To lead the on board team to provide the best customer care.
• To ensure disruptive customers are identified and dealt with in the appropriate manner.
• To co-operate in the development and implementation of new technology in support of Hull Trains commercial growth, which will assist in the course of their duties and the business overall. 
• Ensure the highest possible standards of customer service and on train environment are maintained, working closely with On Board Hosts, Drivers and external agencies/contacts to carry this out (whether at stations or on board, during disruption or normal service).
• Be aware that revenue protection is essential for Hull Trains as an open access operator, ensuring all travel documents are examined, fares are collected, and fraudulent travel is reported through the correct channels.
• Ensure highest standards of communication either via PA or face to face with customers/colleagues so all relevant information is disseminated as required.

Our roster is based on the Customer Timetable which is updated in May and December each year.  An example of the roster is shown below:

Week 1:                                                Week 2:                                    Week 3

Sunday 08:00-16:00                               Sunday 13:30-21:40                   Sunday 11:40-19:35

Wednesday 05:00-15:00                         Friday 07:00-15:30                     Wednesday 11:45-19:00

Saturday 14:45-22:55                             Saturday 13:00-23:00                 Thursday 14:00-22:45

Average 3 days per week, includes Sundays

Roster rotates through a 3 week cycle

The knowledge or experience you will need:

• Qualified Onboard Manager/Qualified Train Guard competency
• Able to work full time hours during the initial training period (12 weeks including some weekends)
• Able to work weekends and a variety of early to late shifts. The terms and conditions of this role mean that Sunday working is committed overtime on top of the standard 17.5 hour working week.

• NVQ Level 2, Customer Services (or be actively working towards it) desirable
• At least 2 years' experience in a customer service role
• Comprehensive standard of education
• Good communication and motivational skills to engage with all levels
• An energetic and enthusiastic approach to problem solving and team leadership across a broad range of topics
• Attention to detail and a methodical approach to work
• Experience in an operational safety environment is essential

At Hull Trains we are committed to encouraging equality of opportunity, diversity and inclusion at every level in our business, and ensuring an inclusive and open working environment. 

The aim is for our workforce to be truly representative of all sections of society and our customers, to help us to better understand their needs and to deliver more creative and innovative solutions.

Posting Date: 20 November 2024

Closing Date for Applications: 04 December 2024

For any queries please contact: Kevin Cunnick, On Board Operations Manager at kevin.cunnick@hulltrains.co.uk

Please apply via the FirstGroup website using the following link: