Train Manager London, England
Job description
We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and delivering easier journeys every day. With over 2,400 employees, our people are the reason we are so successful and the Customer Services team make a crucial contribution to this. Seven times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work. An exciting opportunity has arisen to join our On Train team for London St Pancras as a Train Manager.
We pride ourselves on delivering excellent customer experience through our customer promise, the Train Manager plays a huge part in that and will provide day to day management of the On Train operations on our services. You will assist in developing professional, highly motivated and enthusiastic teams on board, whilst ensuring consistent, excellent customer service standards are maintained. Looking after our customers will be your top priority.
Our Train Managers must be passionate about delivering high levels of customer service; with a natural instinct for working well with others in this face-to-face role.
As a Train Manager you will:
- Ensure the safety of customers at all times
- Provide customers with advice and guidance as necessary
- Check and verify tickets
- Supervise all On-Train customer service activities to ensure that high standard is maintained at all times
- Check equipment, cleanliness and general customer environment for the train to ensure that all is in order
- Where shortcomings exist take further action by either correcting or reporting faults
- Be visible to customers and team at all times
- Manage overall financial responsibility for any cash transactions made on board, and for control of stock and equipment.
You will be assisting customers as necessary, providing exceptional customer service at all times, this is on the good days and during times of disruption and busy periods, come rain or shine. This role is shift work based on a rota to provide customer service for all our passengers.
For this role you will work an average of 17.5 hours per week. The current rota follows a two week cycle of:*
Week 1 : Working an evening shift on Thursday, Friday & Saturday
Week 2 : Working an evening shift on Thursday & Friday
- Rosters are subject to change due to timetable changes that take place in May and December each year
Previous rail experience is not required as training is provided, please note the training is subject to exams and assessments. The recruitment process is lengthy, but the role is BIG and we are looking for the right candidates.
Stage 1 – Submit a great application online and upload your C.V. as we operate blind screening please remove personal details from your CV.
Stage 2 - If your application is shortlisted, we will ask you to complete online psychometric SCAAT, SAT and verbal reasoning test.
Stage 3 - If you pass stage 2 you will be invited to a face to face assessment day.
For those that pass the recruitment stages, you will either be offered a role for any immediate vacancies or be placed in a talent pool, for future roles.
As well as a competitive salary, we’ll also offer you:
- Excellent Railway Pension scheme
- Free travel on East Midlands Railway, LNER and Train Operating Companies under Abellio
- Friends and Family discounted Tickets on the EMR Network
- 75% discount on National Travel (inc partner and dependants)
- Various training opportunities
- …and many more!
Ready to take on this exciting opportunity? Submit your online application form and upload your CV. As we operate a blind screening process please remove all personal information including your name from your CV.
We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.
We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.
