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On Board Manager


Who we are:

Hull Trains is an award winning, open-access operator running 92 direct services a week from Hull and the Humber region direct to the capital. Our people are what set us apart and we are proud to have become one of the most innovative, enterprising and dynamic long-distance train operating companies in the UK. From our customer service advisors to our train drivers, everybody plays their part in looking after the small details and making sure every journey is a great experience.

About the job

As an On-Board Manager, you will liaise with colleagues to deliver a world-class customer experience throughout the journey and will ensure the safety of everyone using Hull Trains services. You will be able to adapt to new people, new places and new situations. We are proud in Hull Trains to share a common set of values – these help us deliver the best possible journey for our customers. Working on board our trains, you will clearly demonstrate these behaviours and attitudes.

What you'll be doing

Your main responsibilities will be:

  • To be an ambassador for Hull Trains by delivering the best customer experience and a safe journey;
  • To be visible to our customers, providing information and help in a friendly and reassuring way;
  • To manage the safety and operational activities of the train;
  • To lead a small on-board team;
  • To check and sell tickets, providing information and assistance as required;
  • To ensure a safe, clean and pleasant environment is maintained.

About you

You'll need to be:

    • Passionate and proactive about delivering outstanding customer service;
    • Determined to always perform well;
    • Flexible, with the ability to work a variety of shifts including weekends and bank holidays;
    • Comfortable working in a strictly regulated environment;
    • Able to stay focussed and follow procedures;
    • Proud to be portray a professional image – well-groomed and with an immaculate uniform;
    • Able to stay calm in challenging circumstances.

As a minimum you'll need to have:

  • An understanding of customers' needs;
  • Excellent communication skills;
  • The ability to build relationships and lead your own on board team and work as part of a wider team;
  • Experience of front-line customer service;
  • Experience of working as airline cabin crew desirable.

The Reward:

As well as a great team environment and comprehensive training, all Hull Trains colleagues enjoy a range of benefits including on-going development, defined contribution pension scheme, free rail travel on Hull Trains services for you and your family and other travel benefits, discounted gym membership, discounted shopping and an employee assistance programme.

The basic salary during training (approximately 3 months) is £19,500*.  The basic salary once training is complete is £32,000*. 


About the location:

This position is based at Hull and this is where you will start and end your shifts. Parking is available.

Working Pattern:

This role will require you to work a variety of shifts which will include early starts and late finishes as well as overnight stays, weekends, bank holidays. Your starting and finishing times may be at times when public transport is not available, so you must be able to get to and from the station without relying on this.

Additional Information:

You must live within a maximum of 60 minutes' travelling time of the depot. This role is safety critical and you will be required to pass a medical which will include checking your hearing, vision and colour vision. The Railway standard is for perfect colour vision assessed using the Ishihara plates for testing colour vision. You will be required to pass drugs and alcohol screening and the role is subject to random drugs and alcohol testing. Your uniform will be provided by the company.

Who to contact:

The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.

If you share our passion for the railway then we would love to hear from you.


Close map
Hull Railway Station
Ferensway, Hull, England, HU1 3QX
  • Ref:
  • Company:
    Hull Trains
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Hull Railway Station
  • Closing Date:
    9 December 2019
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