Onboard Manager

1 month ago

Hull, Kingston upon Hull, United Kingdom FirstGroup Full time

Onboard Manager, Hull

35 hours, competitive remuneration and benefits package including free and discounted rail travel, company pension scheme, 25 days' annual leave plus 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 23rd 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 local community. They love working for Hull Trains, and this is evidenced by our high retention levels and a policy of promoting from within. 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 2023, we were named as the Top Employer of the Year at the 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 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 long-term future; a future which you could be a part of...

Would you like to join our journey?

We are recruiting for....

The purpose and objectives of this role are:

  • 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". They will make every effort to exceed our customers' expectations and lead all customer service activities within their 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 business overall.
  • Ensure the highest possible standards of customer service and on train environment Onboard 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 Onboard fraudulent travel is reported through the correct channels.
  • Ensure highest standards of communication either via PA or face to face with customers/staff so all relevant information is disseminated as required.

The knowledge or experience you will need:

  • 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 of staff.
  • An energetic and enthusiastic approach to problem solving and team leadership across a broad range of topics.
  • Demonstrable experience in driving cultural change in a high potential risk, highly regulated industry.

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.

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