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
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