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.
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