Applicants must be available to start on September 1st to complete 6 weeks initial training period, Monday to Friday. Due to the timescales of the training, no period of absence can be granted during this time. 

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day. 

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER. 

Are you on board?

So, what exactly does a Train Manager do? 

We're glad you asked! 

As a Train Manager you'll be responsible for leading the on-board team to provide outstanding customer experience whilst also ensuring the safe and punctual operation of our services – it's a demanding, high-profile position but immensely rewarding at the same time. You'll build relationships with your team, maintain impeccable standards and inspire them to always provide customers with the best possible experience through effective coaching, support and performance feedback. 

With support from your on-board team, you'll maintain a safe and clean working environment at all times ensuring that bikes, bags and other belongings are stored correctly and taking personal responsibility for opening and closing the doors, dispatch of the train and customer management – don't worry we provide full training! You'll carry out effective ticket checks throughout our services and in instances where customers have not purchased a ticket online or from our Travel Centre will actively promote sales. In addition to this you'll have contact with the driver, particularly during times of disruption and will be responsible for distributing accurate and timely information to both colleagues and customers regarding the journey. Finally, by collaborating with colleagues from across the business you'll play a key role in delivering our safety, revenue and customer service targets. Think you can manage all of this whilst travelling at 125 mph? Then this is the job for you!

Please note that this vacancy is for a Department for Education funded apprenticeship role and requires a strong commitment to learn and succeed from the successful candidate. Our training embeds the apprenticeship standard within delivery.

Do you have what it takes? 

To be a great LNER Train Manager you should:

• Be a customer experience professional – you'll be highly motivated, organised and have a genuine passion for working with customers, ensuring that they receive the best possible service whilst on board our services.
• Have outstanding leadership and coaching skills – you'll be confident in assigning roles and responsibilities amongst the team.
• Possess the ability to build relationships and inspire colleagues to provide exceptional customer experience (even in the most difficult of circumstances).
• Have existing knowledge of ticketing and routes so you can help our customers with any questions they may have.
• Understand revenue and cost targets in order to help drive our commercial performance on board and be able to comply with policies and procedures.
• Due to the sale alcohol, you will need to be aged 18 or over to apply.
• Finally, you'll need to be flexible - our trains operate just about 24/7 so you'll need to be able to fully commit to working shifts. Please also be aware that you may be required to stay away from home during the initial training for this position.
• As Apprentice Train Managers you will still be assessed on core English and Maths skills relevant to the occupation, we will ask to see evidence of any prior attainment in English and Maths (if it is available) if you're 19 or older during the application process. However, there is no minimum requirement for it to be equivalent to GCSE grade 9-4 and your application will still be taken forward if you cannot provide any evidence at the time of applying.
• If you're 18, you must have achieved GCSE grade 9-4 (or a Level 2 equivalent, such as SCQF National 5) to apply for our Apprentice Train Manager roles. Click here to find out more about what acceptable qualifications can be submitted.
• As part of our selection process, all applicants will be required to sit industry standard Psychometric testing to assess certain skills, required for the role.
• All successful Applicants will need to complete a bksb Initial Assessment and Diagnostic Assessment in English and Maths as part of our enrolment process. This helps assess your current level and ensures you receive the right support during your apprenticeship to develop the English and Maths skills relevant to your role.
• As this is an apprenticeship, if you already possess a Level 2 Passenger Transport Operative qualification or are working towards one, we will be unable to progress your application at this time.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents).
• Discounted international train tickets (after one year's service).
• 50% discount on LNER tickets for friends & family.
• Generous pension scheme.
• Annual cycle to work schemes.
• Discount, savings and cashback scheme from top retailers.
• Health & wellbeing schemes and discounts.
• Host of training opportunities to help further your career.
• Rewards & awards to recognise when you shine.
• Salary increases to £44,940 per annum, upon completion of qualifications.

What we believe:        

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture; to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?        
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay! 

Start your journey here.
 
Please note we are unable to provide feedback on applications at any stage prior to a face-to-face interview.