At a Glance
- Tasks: Lead the onboard team to ensure exceptional customer service and operational safety.
- Company: Hull Trains, a leading open-access rail operator with a strong community focus.
- Benefits: Competitive salary, free rail travel, pension scheme, health cashback, and gym discounts.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Join a thriving team and make a real impact on customer experiences in rail travel.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 12300 - 13800 € per year.
Job Title
Trainee Onboard Manager, Hull
Position type: Permanent
Working hours: 35 hours per week (plus Sundays as rostered overtime)
Salary: £42,647 once qualified – £26,558 during training
Benefits: 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
- Ensure all operational safety requirements and responsibilities are undertaken in line with current standards and safety critical duties noted in the Rule Book.
- Undertake duties in accordance with statutory rules and regulations, Network Rail instructions, RDG Codes of Practice and Hull Trains instructions to ensure the safe and efficient working of trains.
- Work in accordance with the company injury prevention policy and practices, ensuring all accidents, incidents, near‑misses and potential risks are promptly reported.
- Exceed customer expectations and lead all customer service activities within duties in an open and honest manner, addressing any shortfalls and reporting promptly.
- Work closely with Onboard Hosts ensuring mutual support without compromising safety responsibilities.
- Lead the onboard team to provide the best customer care.
- Identify and address disruptive customers appropriately.
- Cooperate in developing and implementing new technology to support Hull Trains' commercial growth.
- Maintain high standards of customer service and on‑train environment, working with Onboard Hosts, Drivers and external agencies both at stations and on board during normal service or disruption.
- Ensure revenue protection by examining travel documents, collecting fares and reporting fraudulent travel through the correct channels.
- Communicate effectively via PA or face‑to‑face with customers and colleagues so all relevant information is disseminated as required.
Qualifications & Requirements
- Able to work full‑time hours during the initial 12‑week training period, including some weekends.
- Able to work weekends and a variety of early‑to‑late shifts; Sunday working is committed overtime on top of standard 17.5 hour week.
- NVQ Level 2 in Customer Services (or 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.
- 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.
Note
Applicants who have completed an OBM Assessment Day within the last 6 months are not considered.
Equality, Diversity & Inclusion
Hull Trains promotes equality, diversity and inclusion. The workforce includes 47% female colleagues.
Trainee 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 as we continue to expand and innovate in the rail industry, making every journey meaningful for both our staff and customers.
StudySmarter Expert Advice🤫
We think this is how you could land Trainee Onboard Manager
✨Tip Number 1
Network, network, network! Get out there and connect with people in the rail industry. Attend events, join online forums, and don’t be shy about reaching out to current Hull Trains employees on LinkedIn. A friendly chat can open doors!
✨Tip Number 2
Prepare for your interview like it’s a big game day. Research Hull Trains, understand their values, and think about how you can contribute to their mission of exceptional customer service. Show them you’re not just another candidate!
✨Tip Number 3
Practice makes perfect! Get a friend or family member to do a mock interview with you. Focus on common questions for customer service roles and think about how you can demonstrate your problem-solving skills and teamwork.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Hull Trains family.
We think you need these skills to ace Trainee Onboard Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Trainee Onboard Manager role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you're genuinely interested in joining Hull Trains!
Show Your Passion:We love seeing enthusiasm! In your application, let us know why you want to work with Hull Trains and how you can contribute to our mission of providing exceptional service. A bit of personality goes a long way!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at FirstGroup Internal
✨Know Your Stuff
Before the interview, make sure you understand Hull Trains' values and mission. Familiarise yourself with their commitment to customer service and safety standards. This will help you demonstrate your alignment with their goals during the conversation.
✨Showcase Your Customer Service Skills
Since the role involves a lot of customer interaction, be ready to share specific examples from your past experiences where you went above and beyond for customers. Highlight any situations where you resolved conflicts or improved customer satisfaction.
✨Be Ready for Safety Questions
Given the operational safety aspect of the role, prepare to discuss your understanding of safety protocols and how you've applied them in previous jobs. Think about scenarios where you had to ensure safety and how you handled them.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how Hull Trains plans to expand its services. This shows your genuine interest in the company and the role.
