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On Board Manager

Job Role:                 On Board Manager

Job Status:                Permanent

Reports to:                 John Dooley, On Board Operations Manager  

Location:                    Hull

Weekly Hours:           35 Hours

Summary of the role

To undertake on-board management duties as directed by the On-Board Operations Manager, ensuring that all operational safety requirements, and responsibilities are undertaken in line with the current group standards. Ensure that the levels of customer care and service are delivered to the highest possible standards at all times. The role of the On Board Manager is in relation to safety critical duties noted in the Passenger/Guard Rule Book number 5.

Key Accountabilities:

  • 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 a potential risks are promptly reported.
  • To strive to expand upon HT 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 HT 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.  

About you:

  • 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, a degree being highly desirable
  • 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

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:
    25 August 2019
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