Qualified Onboard Manager (Part Time)

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 we are delighted to be celebrating 25 years of quality service and have become a vital part of the Humber region as a transport provider, 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, testament to the supportive, rewarding environment we’ve created. We are proud to champion equality, diversity and inclusion, with a workforce reflecting a 54:46 ratio of male:female staff across the entire organisation.

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 current standards and in relation to safety critical duties noted in the Rule Book. You will also be expected to:

• Undertake duties in accordance with 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 risks, are promptly reported.
• Strive to expand upon Hull Trains' reputation for the highest levels of customer care and demonstrate that we are the company that goes that bit further.
• Make every effort to exceed customers' expectations and lead all customer service activities within your duties in an open and honest manner, making good any shortfalls and reporting these promptly.
• Work in close partnership with the Onboard Hosts, ensuring all help each other within their duties, not to the detriment of their safety responsibilities.
• Lead the onboard team to provide the best customer care.
• Identify and deal with disruptive customers in the appropriate manner.
• Co-operate in the development and implementation of new technology in support of Hull Trains' commercial growth.
• Ensure the highest possible standards of customer service and on-train environment are maintained, working closely with Onboard Hosts, Drivers and external agencies/contacts.
• 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 the highest standards of communication either via PA or face to face with customers/colleagues so all relevant information is disseminated as required.

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.
• 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, ensuring an inclusive and open working environment.