On Board Manager (Qualified) Kingston upon Hull, England
Job description
We've been in the rail business for over twenty-two years, and we put our success down to our people. Many of our employees have developed successful careers with us and now we're looking for further passionate and positive people to join our team.
We deliver 94 services a week direct to London King's Cross from Beverley and Hull and have been regularly rated as one the UK's best rail operators for passenger satisfaction. Customer experience is what we're well known for and within our home city we work closely with local charities and organisations to deliver a vital service for the people of Hull and East Riding and its economy.
Now with an impressive fleet of bi-mode Class 802 state-of-the-art trains, our Paragon fleet is one of the most modern and environmentally friendly on the UK's rail network.
As an ambitious Open Access rail operator, we're proud to carry the name of Hull down the East Coast Main Line to the capital and we're excited to be planning our long-term future.
We are recruiting for an On Board Manager (Qualified) to work with us on a permanent basis.
As an On Board Manager, 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.
- 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 and demonstrates that we are the Company “that goes that bit further”. They will make every effort to exceed our customers' expectations and lead all customer service activities within their duties in an open and honest manner, making good any shortfalls and reporting these promptly.
- Be responsible for working in close partnership with the On Board Hosts ensuring all help each other within their duties, not to the detriment of their safety responsibilities.
- To lead the On Board team to provide the best customer care.
- To ensure disruptive customers are identified and 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 business overall.
- Ensure the highest possible standards of customer service and on train environment are maintained, working closely with On Board 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/staff so all relevant information is disseminated as required.
- 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 of staff
- An energetic and enthusiastic approach to problem solving and team leadership across a broad range of topics.
- It is essential that you are currently competent as a train guard or have been within the past 12 months.
- Demonstrable experience in driving cultural change in a high potential risk, highly regulated industry.
The role involves working a variety of shifts which includes earlies, lates and overnight lodgings in London.
Please be aware that due to health and safety commitments, applicants are required to live within a reasonable commuting distance of Hull Station or be willing to relocate in line with this commuting range, prior to commencing the role.
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.
35 hours, competitive benefits package including free and discounted rail travel, company pension scheme, 25 days' annual leave plus Bank Holidays, health cashback scheme and 50% gym paid membership fees.
Posting Date: 3rd May 2023, Closing Date for Applications: 17th May 2023
