Qualified Onboard Manager (part-time), Hull

Permanent

17.5 hours per week (plus Sundays as rostered overtime)

Basic part-time salary is £20,583 per annum (excluding Sundays)

Highly competitive 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 proud to be one of the UK's leading open-access rail operators, running seven daily services between Hull and London King's Cross, with key local community stops at Brough, Howden, Selby, Doncaster, Retford and Grantham.

This year are we're delighted to be celebrating 25 years of quality service and not only that, we've also become a vital part of the Humber region as a transport provider, as well as a company that's deeply rooted in the communities we serve.

At Hull Trains, it's our people who set us apart. We're a local company made up of colleagues from nationwide delivering exceptional service every day. Many of our team have already progressed through the business to achieve senior roles and this is testament to the supportive, rewarding environment that we've created.

We are proud to champion equality, diversity and inclusion. Our workforce reflects this with a 54:46 ratio of male:female staff across the entire organisation.

We're challenging industry norms, with women now also representing 30% of our driver workforce. Our commitment to diversity and inclusion has earned us recognition through prestigious industry awards, including:

• Great Place to Work – National Rail Awards 2024
• Top Employer of the Year – Women in Rail Awards 2023

With record-breaking passenger numbers, a cutting-edge, eco-friendly fleet and services which now exceed pre-pandemic levels, we're a company going from strength to strength and we're only just getting started.

Whether it's onboard or behind the scenes, every member of our team plays a vital role in driving our success and shaping the future of rail travel in our region. We've also got exciting plans for further expansion, with an application to provide Sheffield and Worksop with an innovative new direct link to London.

We're growing, we're thriving and we're looking for passionate people to come with us. If you're ready to be part of a progressive, award-winning team, then it's time to join Hull Trains.

Apply today to start the best journey you'll ever take…

We are recruiting for a part-time Onboard Manager (Qualified).

As an Onboard Manager (OBM), 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 Onboard Hosts ensuring all help each other within their duties, not to the detriment of their safety responsibilities.
• To lead the onboard 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 company overall. 
• Ensure the highest possible standards of customer service and on train environment are maintained, working closely with Onboard 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 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.