On Train Service Delivery Manager

East Midlands Trains; Sheffield; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A rail operator in the East Midlands seeks an On Train Service Delivery Manager in Sheffield. This role requires a leader passionate about customer service, adept at managing and developing teams in a challenging environment. Responsibilities include overseeing Senior Conductors and ensuring compliance with safety regulations. The position offers competitive pay, flexible hours, and a positive workplace culture focused on performance and well-being.

Benefits

Competitive salary and pension scheme

Free First - Class Duty travel on the EMR network

Free Standard Class leisure travel for you, your partner and dependents

Flexible working hours

32 days holiday per year, increasing to 34

Commitment to inclusion and sustainability

Qualifications

• Previous experience leading a team in a fast-paced environment.
• Understanding of the wider railway industry interactions.
• Ability to inspire others and deliver excellent customer service.

Responsibilities

• Manage a team of Senior Conductors, Train Managers, and Customer Hosts.
• Drive business initiatives positively and effectively.
• Promote a safe working culture and conduct regular safety briefings.
• Manage Employee Relations cases complying with relevant policies.

Skills

Leadership

Team management

Customer service

Safety management

Performance analysis

Job description

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 delivering easier journeys every day. With over 2,600 employees, our people are the reason we are so successful. Nine 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 our team as an On Train Service Delivery Manager based at Sheffield.

We’re looking for a business manager and people leader to join us at East Midlands Railway, where you’ll find your place as a leader representing the communities we serve and driving a sustainable railway for the East Midlands. As an On-Train Service Delivery Manager, you will be empowered to move your depot from good to great through effective leadership and customer-focused innovation.

To be successful in the role, you’ll have previous experience in leading a team in an agile, fast-paced environment, and you’ll champion our vision and values to ensure that customers are at the heart of our sustainable railway for the East Midlands. You will understand how your depot interacts with the wider railway industry, recognise the needs of your train crew, and identify opportunities to improve both customer service and the commercial success of the business.

The Opportunity

Reporting to the On-Train Depot Manager, you will have sole responsibility for managing a team of Senior Conductors, Train Managers, and Customer Hosts. You’ll be supported by multiple subject matter experts as well as having access to a range of development programs to support you being successful within the role. You’ll drive business initiatives with positivity and pace, ensuring the delivery of EMR’s people, safety, and performance commitments. Additionally, you will work closely with the wider on-train depot management team to implement and deliver engagement and performance strategies, fostering a culture of excellence across your team.

People

• Develop and maintain good industrial relations with recognised trade unions.
• Supporting the growth of your team through performance and development opportunities available within the business, building positive relationships to understand your teams’ personal challenges, setting realistic goals to drive engagement and improvement.
• Own and manage Employee Relations cases (absence management, disciplinary and grievance investigations, flexible working etc.) complying to employment legislation as well as company policy and procedures.
• Deliver engagement activities and support the business’ wellbeing plan.
• Ensure that the right people with the right skills are recruited into the right role to enhance business capability and performance.

Safety

• Sound and proactive management of train guard competency including fitness for duty checks, dispatch monitoring and implementing competency development plans where appropriate.
• Respond to accidents and incidents, completing any associated investigations and presenting recommendations.
• Promote a safe working culture on the railways through your team by conducting regular safety briefings and ensure compliance with industry rulebooks and the appropriate safety management systems.

Performance

• Critically analyse performance data
• Identifying trends in performance for your depot

To be great in this role you will be committed to delivering great customer service and have the ability to inspire others to delight our customers on a daily basis, with a proven track record of managing high performing teams in a customer focused environment.

Please note this role can at times involve irregular hours and on-call commitment.

What We Offer

• Competitive salary and pension scheme
• Free First - Class Duty travel on the EMR network
• Free Standard Class leisure travel for you, your partner AND dependents on EMR network
• Flexible working hours and supportive team environment
• 32 days holiday per year, increasing to 34
• Commitment to inclusion, diversity, and sustainability

This is a fantastic opportunity to anyone looking to take their next step into a challenging, fast paced management role. You will be part of a great team!