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- Tasks: Lead the onboard team, ensuring safety and exceptional customer service on trains.
- Company: Hull Trains is a leading rail operator, celebrating 25 years of quality service in the UK.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Join an award-winning team making a real impact in rail travel and community service.
- Qualifications: Must be a qualified Onboard Manager with customer service experience and strong communication skills.
- Other info: Flexible part-time hours with a rotating schedule, perfect for students or those seeking work-life balance.
The predicted salary is between 24000 - 36000 £ per year.
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 accordancewith 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, incidentsand 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 anddemonstrates that we are the company that goes that bit further!You will make every effort to exceedour customers\’ expectations and lead all customer service activities within your duties in an open and honest manner, making good any shortfalls andreporting these promptly.
- Beresponsible 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 bestcustomer care.
- To ensure disruptive customers are identifiedand 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.
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Qualified Onboard Manager employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Qualified Onboard Manager
✨Tip Number 1
Familiarise yourself with Hull Trains' values and community involvement. Understanding their commitment to equality, diversity, and inclusion will help you align your responses during interviews and demonstrate that you're a good cultural fit.
✨Tip Number 2
Highlight your experience in customer service and operational safety. Be prepared to discuss specific examples where you've successfully managed customer interactions or ensured safety protocols were followed, as these are crucial for the Onboard Manager role.
✨Tip Number 3
Research the latest trends in rail travel and customer service technology. Being knowledgeable about innovations in the industry can set you apart and show your enthusiasm for contributing to Hull Trains' growth and operational efficiency.
✨Tip Number 4
Network with current or former Hull Trains employees if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews and understanding what it takes to succeed in the role.
We think you need these skills to ace Qualified Onboard Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Qualified Onboard Manager. Familiarise yourself with Hull Trains' operational safety requirements and customer service expectations.
Tailor Your CV: Highlight your relevant experience in customer service and any qualifications related to onboard management or operational safety. Make sure to emphasise your leadership skills and ability to work in a team.
Craft a Compelling Cover Letter: In your cover letter, express your passion for rail travel and customer service. Mention specific examples from your past experiences that demonstrate your problem-solving abilities and commitment to safety.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at First Group
✨Know Your Safety Protocols
As a Qualified Onboard Manager, understanding operational safety requirements is crucial. Familiarise yourself with the Rule Book and relevant safety policies to demonstrate your commitment to safety during the interview.
✨Showcase Customer Service Skills
Highlight your experience in customer service, especially any instances where you exceeded customer expectations. Be prepared to discuss how you would handle disruptive customers and maintain high standards of service.
✨Emphasise Team Leadership
Since the role involves leading an onboard team, share examples of your leadership experience. Discuss how you foster teamwork while ensuring safety and efficiency, as this will resonate well with Hull Trains' values.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Prepare by thinking of past experiences where you successfully navigated challenges in a customer service or safety context.