At a Glance
- Tasks: Lead a team to enhance customer service and drive performance in a fast-paced railway environment.
- Company: Join East Midlands Railway, a top employer dedicated to safety and customer satisfaction.
- Benefits: Enjoy free travel, flexible hours, 32 days holiday, and a competitive salary.
- Other info: Be part of a diverse team committed to inclusion and sustainability.
- Why this job: Make a real impact on the community while developing your leadership skills.
- Qualifications: Experience in team management and a passion for customer service is essential.
The predicted salary is between 31487 - 38484 £ per year.
On Train Location: Nottingham
Contract Type: Fixed Term
First Class Duty travel, Free Standard Class leisure travel and discounted travel on other train operating companies for you and for any partner and all dependents.
Closing Date: Friday 04 September 2026
Interview Date: To be confirmed
Reference: 2026-OTSDM-NOTTS-TP
We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and delivering easier journeys every day. With over 2,600 employees, our people are the reason we are so successful. 10 times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
We have an outstanding opportunity to join our Talent Pool for the role of On Train Service Delivery Manager based at Nottingham. The Talent Pool means that while we do not have an immediate vacancy at the time of advertising, we are recruiting into a talent pool in readiness for the next available vacancy. Successful candidates will remain in the pool for a maximum of 12 months. During this 12 month period, we can consider you for the role whenever a vacancy arises.
We’re looking for a business manager and people leader to join us at East Midlands Railway, where you’ll find your place as a leader representing the communities we serve and driving a sustainable railway for the East Midlands. As an On-Train Service Delivery Manager, you will be empowered to move your depot from good to great through effective leadership and customer-focused innovation.
To be successful in the role, you’ll have previous experience in leading a team in an agile, fast-paced environment, and you’ll champion our vision and values to ensure that customers are at the heart of our sustainable railway for the East Midlands. You will understand how your depot interacts with the wider railway industry, recognise the needs of your train crew, and identify opportunities to improve both customer service and the commercial success of the business.
The Opportunity
Reporting to the On-Train Depot Manager, you will have sole responsibility for managing a team of Senior Conductors, Train Managers, and Customer Hosts. You’ll be supported by multiple subject matter experts as well as having access to a range of development programs to support you being successful within the role. You’ll drive business initiatives with positivity and pace, ensuring the delivery of EMR’s people, safety, and performance commitments. Additionally, you will work closely with the wider on-train depot management team to implement and deliver engagement and performance strategies, fostering a culture of excellence across your team.
People
- Develop and maintain good industrial relations with recognised trade unions.
- Support the growth of your team through performance and development opportunities available within the business, building positive relationships to understand your teams’ personal challenges, setting realistic goals to drive engagement and improvement.
- Own and manage Employee Relations cases (absence management, disciplinary and grievance investigations, flexible working etc.) complying to employment legislation as well as company policy and procedures.
- Deliver engagement activities and support the business’ wellbeing plan.
- Ensure that the right people with the right skills are recruited into the right role to enhance business capability and performance.
Safety
- Sound and proactive management of train guard competency including fitness for duty checks, dispatch monitoring and implementing competency development plans where appropriate.
- Respond to accidents and incidents, completing any associated investigations and presenting recommendations.
- Promote a safe working culture on the railways through your team by conducting regular safety briefings and ensure compliance with industry rulebooks and the appropriate safety management systems.
Performance
- Critically analyse performance data identifying trends in performance for your depot.
If you're successful in this role, you'll be expected to support our frontline colleagues at points throughout the year. This might mean undertaking safety critical work, for which you'll receive full training, or simply helping out with Customer Service when our stations are busy. That means stepping up for the frontline, not just managing from a distance, it's part of our DNA at EMR.
To be great in this role you will be committed to delivering great customer service and have the ability to inspire others to delight our customers on a daily basis, with a proven track record of managing high performing teams in a customer focused environment. Please note this role can at times involve irregular hours and on-call commitment.
What We Offer
- Competitive salary and pension scheme
- Free First-Class Duty travel on the EMR network
- Free Standard Class leisure travel for you, your partner AND dependents on EMR network
- Flexible working hours and supportive team environment
- 32 days holiday per year, increasing to 34
- Commitment to inclusion, diversity, and sustainability
This is a fantastic opportunity to anyone looking to take their next step into a challenging, fast paced management role. You will be part of a great team! We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process. We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.
On Train Service Delivery Manager in Nottingham employer: East Midlands Railway
At East Midlands Railway, we pride ourselves on being a Top Employer, fostering a culture of inclusivity and empowerment for our 2,600 employees. As a Customer Ambassador in Nottingham, you'll enjoy a supportive work environment with comprehensive training, flexible hours, and generous benefits including free travel on our network and up to 32 days of annual leave. Join us in making every customer journey a positive experience while being part of a team that values your authentic self and dedication to excellent service.
StudySmarter Expert Advice🤫
We think this is how you could land On Train Service Delivery Manager in Nottingham
✨Connect with Local Logistic Groups
Dive into local transportation and logistics groups on platforms like Facebook or LinkedIn. Show up to their meetups if you can – it's a great way to network with industry pros who can share insights, job openings, or even refer you to their own company.
✨Get Behind the Wheel of Job Boards
Look for job boards specific to transportation and logistics, like Logistics Job Site or TransportJobs. These platforms often have listings that you won’t find on general job boards, so they’re worth checking out regularly!
✨Leverage Internships & Graduate Schemes
Many companies in transportation and logistics offer graduate schemes and internships that can pave the way to full-time positions. Don't shy away from applying; even a short stint can make a solid impact on your CV and get your foot in the door at companies like East Midlands Railway.
✨Apply Directly with Us!
When you find openings at great companies, make sure to apply directly through our website. It not only shows your initiative but also helps us to help you get noticed by East Midlands Railway. Every application gets us one step closer to landing that full-time gig!
We think you need these skills to ace On Train Service Delivery Manager in Nottingham
Some tips for your application 🫡
Show Off Your Experience:When you're applying for a role in the transportation and logistics sector at East Midlands Railway, make sure to highlight any relevant experience. Whether it's moving goods, coordinating schedules, or using transportation management software, give us the lowdown on your past gigs. It'll paint a clearer picture of what you're capable of!
Quantify Your Achievements:Numbers speak volumes in logistics! If you've optimised routes, reduced delivery times, or improved customer satisfaction, mention those incredible stats in your CV. This gives us concrete evidence of your impact and showcases your problem-solving skills.
Tailor That Cover Letter:Your cover letter should be more than just a formality—let it breathe your personality and passion for logistics! Explain why you're excited about the role at East Midlands Railway and how you can contribute to our team. Don't forget to tie in specific skills or experiences that relate to the job description.
Research and Reflect:Before you hit 'submit,' spend some time digging into East Midlands Railway. Understand our mission, values, and the specific challenges in the logistics industry. This will help you craft a targeted application that shows you truly want to be part of our crew, setting you apart from the rest!
How to prepare for a job interview at East Midlands Railway
✨Know Your Logistics Basics
Get familiar with the key principles of transportation and logistics, like supply chain management, inventory control, and route optimisation. You might get asked practical questions about how to improve efficiency, so brush up on your problem-solving skills and be prepared to discuss any relevant software tools you've used.
✨Prepare for Scenario-Based Questions
In logistics, employers love to gauge how you'd handle real-life situations. Expect scenario-based questions where you’ll need to demonstrate your decision-making skills, like how to manage delays or coordinate shipments during a crisis. Practise outlining your thought process clearly and logically.
✨Highlight Your Teamwork Experience
Full-time roles in logistics often require collaboration with various teams, so don't forget to showcase your teamwork experience. Think of examples where you've used communication and collaboration to ensure smooth operations, and get ready to elaborate on how you can facilitate teamwork in a busy environment like at East Midlands Railway.
✨Show Off Your Attention to Detail
In our world of logistics, missing a small detail can lead to big problems. Be prepared to discuss instances where your attention to detail saved the day, whether it was engaging with clients, managing documentation, or tracking shipments accurately. This will help demonstrate how you can be a reliable asset to East Midlands Railway.
