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    Train Manager Talent Pool - London St Pancras

    Customer Experience Mainline South

    Location:  London St Pancras
    Contract Type:  Permanent
    Salary:  £32,864
    Plus £2447 London Allowance
    Closing Date:  Friday 15 November 2019
    Interview Date:  Tuesday 19 November 2019
    Reference:  2019-259

    A super exciting opportunity has arisen and we are looking for amazing people to become Train Managers based at London St Pancras for East Midlands Railway!

    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. Looking after our customers will be your top priority.  

    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.

    At London the earliest book on is currently 05:15 which you will need to be able to attend work for and the latest current book off is currently 00:49. These are subject to change with timetable changes or business need.

    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. We are looking for hard working, pro-active and positive people to join our team. 

    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.

    If you are interested, here’s what happens next!

    The recruitment process is lengthy, but the role is BIG and 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. This includes psychometric testing.               

    There will be an assessment day for successful applicants. If you are successful at the assessment day you will either be offered a role for any immediate vacancies or be placed in a talent pool, for future Train Manager roles.  Candidates will stay in the Talent Pool for a maximum of 12 months and during that 12 months, you will not need to apply for this particular role again!  As and when we have Train Manager vacancies arise, we will be in a position to pick up the phone and make a job offer! - REMEMBER, you need to pass the assessment first!

    If you are successful and offered a job with us, you can enjoy a wide range of benefits including a defined benefit pension scheme and free travel on the East Midlands Railway network. You will also receive subsidised travel across the rail network with other train operation companies. As a member of the East Midlands Railway team you will also be able to purchase Friends and Family discounted tickets,

    To apply please complete the online application form and upload your C.V. As we operate a blind screening process please remove all personal information including your name from your C.V. 

    INTERNAL APPLICANTS: Please note that you will need to add a pre-fix of MML or CT on the front of your payroll number to allow you to submit your application.  If you are unable to provide this, you will not flag as an internal candidate on the system and your release cannot be requested should you be invited to attend.  Please also make sure you make your line manager aware that you are applying.

    The closing date for this job opportunity has now passed, and applications are no longer being accepted for this position


    We welcome applicants from diverse backgrounds, we promote equal opportunities for all.  East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills. 


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