At a Glance
- Tasks: Lead the onboard team to ensure exceptional customer service and operational safety.
- Company: Join Hull Trains, a leading open-access rail operator with a strong community focus.
- Benefits: Enjoy competitive pay, free rail travel, gym discounts, and a supportive work environment.
- Other info: Flexible part-time hours with opportunities for career growth and development.
- Why this job: Be part of a progressive team making a real impact in the rail industry.
- Qualifications: Must be a qualified Onboard Manager with customer service experience.
The predicted salary is between 20583 - 20583 € per year.
Qualified Onboard Manager, Hull
Permanent
35 hours per week (plus Sundays as rostered overtime)
Salary: £42,647
Highly competitive benefits package, including free and discounted rail travel, defined contribution company pension scheme, 25 days' holiday plus bank holidays, health cashback scheme and 50% gym paid membership fees.
Responsibilities
- 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 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.
Qualifications
- 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 35 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
Equality, Diversity & Inclusion Statement
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.
Posting Date: 06 May 2026
Closing Date for Applications: 20 May 2026
For queries please contact Kevin Cunnick, Onboard Operations Manager at kevin.cunnick@hulltrains.co.uk
Qualified Onboard Manager employer: FirstGroup Internal
Hull Trains is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. With a competitive benefits package, including free rail travel and a commitment to diversity, we empower our team members to excel in their roles while contributing to the thriving Humber region. Join us in shaping the future of rail travel as part of a progressive, award-winning team dedicated to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Qualified Onboard Manager
✨Tip Number 1
Get to know Hull Trains! Research the company culture, values, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at Hull Trains. Personal connections can make a big difference!
✨Tip Number 3
Prepare for situational questions! Think about how you would handle various customer service scenarios, especially those related to safety and teamwork. Hull Trains values exceptional service, so be ready to demonstrate your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining Hull Trains and being part of their exciting journey.
We think you need these skills to ace Qualified Onboard Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Onboard Manager role. Highlight your relevant experience in customer service and any qualifications that match the job description. We want to see how you fit into our Hull Trains family!
Show Your Passion:Let your enthusiasm shine through! Share why you're excited about working with Hull Trains and how you can contribute to our mission of providing exceptional service. We love seeing candidates who are genuinely passionate about what we do.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your skills and experiences at a glance.
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way to ensure it reaches us directly. Plus, you’ll find all the details you need about the role and our company there.
How to prepare for a job interview at FirstGroup Internal
✨Know Your Safety Standards
As a Qualified Onboard Manager, you'll need to be well-versed in operational safety requirements. Brush up on the current standards and regulations, including Network Rail instructions and Hull Trains' specific policies. Being able to discuss these confidently will show your commitment to safety and efficiency.
✨Showcase Your Customer Service Skills
Customer care is at the heart of Hull Trains' mission. Prepare examples from your past experiences where you went above and beyond for customers. Highlight your ability to handle disruptive situations calmly and effectively, as this will demonstrate your leadership potential within the onboard team.
✨Emphasise Team Collaboration
The role requires working closely with Onboard Hosts and other team members. Be ready to discuss how you've successfully collaborated in previous roles. Share specific instances where teamwork led to improved service or problem resolution, showcasing your ability to lead and support others.
✨Prepare for Technology Discussions
Hull Trains is keen on innovation and technology. Familiarise yourself with any new technologies relevant to the rail industry and think about how they can enhance customer experience and operational efficiency. Being able to discuss your thoughts on tech implementation will set you apart as a forward-thinking candidate.
