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Onboard Manager Position

2 months ago

Hull, Kingston upon Hull, United Kingdom FirstGroup Full time
About Hull Trains

Hull Trains is a leading open-access operator in the UK, providing seven daily services to the Capital from Hull and the Humber region. With a commitment to both customers and the local community, we strive to deliver exceptional services and promote from within our team.

Job Summary

We are seeking a highly skilled and experienced Onboard Manager to join our team. As a key member of our onboard team, you will be responsible for ensuring the safe and efficient working of trains, providing exceptional customer service, and leading the onboard team to deliver the highest standards of customer care.

Main Responsibilities
  • Ensure all operational safety requirements are met, and responsibilities are undertaken in line with current standards and safety critical duties.
  • Undertake duties in accordance with statutory rules, Network Rail instructions, and Hull Trains' policies to ensure safe and efficient working of trains.
  • Work in accordance with the company's injury prevention policy and practices, reporting accidents, incidents, and near misses promptly.
  • Strive to expand upon Hull Trains' reputation for exceptional customer care, demonstrating a commitment to exceeding customer expectations and leading customer service activities.
  • Work in close partnership with Onboard Hosts to ensure seamless collaboration and high standards of customer service.
  • Lead the onboard team to provide exceptional customer care, ensuring the highest possible standards of customer service and onboard environment.
  • Identify and address disruptive customers in an appropriate manner.
  • Cooperate in the development and implementation of new technology to support Hull Trains' commercial growth.
  • Ensure revenue protection is maintained, examining travel documents, collecting fares, and reporting fraudulent travel.
  • Communicate effectively with customers and staff via PA or face-to-face, disseminating relevant information as required.
Requirements
  • Qualified Onboard Manager/Qualified Train Guard qualification.
  • Able to work full-time hours during the initial 12-week training period.
  • Able to work weekends and a variety of early to late shifts, with Sunday committed overtime.
  • NVQ Level 2, Customer Services (or 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.
  • Attention to detail and a methodical approach to work.
  • Demonstrable experience in driving cultural change in a high-risk, highly regulated industry.
About FirstGroup

FirstGroup is a leading transportation company that values diversity and inclusion. We strive to provide an inclusive environment for all colleagues, ensuring equal opportunities for all candidates. We celebrate and encourage diversity of thought, progressive ways of working, and seeing all colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and support flexible working options. If you require additional support due to a disability or neurodivergent condition, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.