Train Manager

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 putting customers at the heart of our sustainable railway for the East Midlands. With over 2,400 employees, our people are the reason we are so successful, and the Customer Service 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. We have an outstanding opportunity to join #TeamEMR as a Train Manager at Nottingham station.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

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. 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.

The Train Manager will:

• Provide exemplary levels of customer service
• Ensure the safety of customers at all times
• Provide customers with advice and guidance as necessary
• Maintain high standards of personal appearance, hygiene and conduct
• 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 from the first train in the morning to the last train at night. So you will need to be flexible in order to work the shifts and live within 60 minutes of the station.

You do not need to have previous experience working within the railway industry, all the safety critical training is provided to the successful candidates! There is classroom training for all the rules and procedures and then a mentor period out on the station. The successful candidate will be required to undertake a safety critical medical and drug screening. An element of the safety critical medical is the satisfactory completion of a railway standard colour vision tests.

The recruitment process is thorough as we are looking for the right candidates with the ability to manage the safety critical/ operational side to the role as well as provide an amazing customer experience to our customers.

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 – Psychometric testing.

Stage 3 - If you pass the testing you will be invited to an assessment day which will involve group activities and individual activities.

If you are successful at the assessment day you will either, be offered an immediate vacancy, or you will be placed into the Talent Pool for a maximum of 12 months. During those 12 months, you will not need to apply for this role again. As and when we haveTrain Manager vacancies arise, we will be able to pick up the phone and make a job offer.

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!