Part-Time Qualified Onboard Manager

2 weeks ago

Kingston upon Hull, United Kingdom FirstGroup Full time

Who are we?

Hull Trains is an open-access operator running seven daily services to the Capital from the Hull and the Humber region. Now in our 23rd year of operation, we are an institution in the city of Hull and have a commitment to both our customers and the local community.

Throughout our history, our people are what continues to set us apart from our competition. Local people, working for a local company, providing first-class services to the local community. 

Our colleagues love working for Hull Trains, and this is evidenced through our high retention levels and our 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 also dedicated to equality and diversity, and in 2023 were named as the Top Employer of the Year at the Women in Rail Awards.

Hull Trains is the only rail operator in Great Britain where journey levels are now exceeding 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 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 on-board colleagues who are not only committed to delivering excellent customer service but also dedicated to the city of Hull and its surrounding communities. 

Your main responsibilities 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. 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 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/staff so all relevant information is disseminated as required

As a minimum, you will need to have:

Qualified Onboard Manager/Qualified Train Guard 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. Sunday is committed overtime. 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. Attention to detail and a methodical approach to work. Demonstrable experience in driving cultural change in a high potential risk, highly regulated industry

We all belong at Hull Trains.  FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, 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.

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