Apprentice Train Manager

As a Train Manager, you’ll be the one accountable leader and the driving force behind a safe, smooth, and exceptional travel experience. This is a high-profile role where you’ll take charge of both the safe and punctual running of our services and the leadership of your on-board team — and while it’s a big responsibility, it’s also one of the most rewarding roles on the railway.

You’ll take personal responsibility for key operational tasks like door control, dispatch, and customer management, all while ensuring catering services in both First Class and retail areas are delivered promptly, hygienically, and with a smile. You’ll also carry out ticket checks and promote on-board sales, helping to drive revenue while keeping things running smoothly.

When things don’t go to plan, you’ll be the calm, clear voice that keeps everyone informed — working closely with the driver and your team to share timely, accurate updates with customers and colleagues alike. You’ll be accountable for your service’s Customer Satisfaction (CSAT) scores, and you’ll work with your manager to keep improving and innovating.

You’ll need more than just a uniform — you’ll need passion, leadership, and a genuine desire to make every journey exceptional. We’re looking for someone who:

Has a natural flair for customer experience — you’re highly motivated, organised, and thrive on delivering legendary service, even under pressure.
Brings outstanding leadership and coaching skills, confidently assigning roles and responsibilities while inspiring your team to be their best.
Can build strong relationships and lead by example, encouraging colleagues to deliver exceptional service, even in challenging situations.
Has a proven track record of achieving customer experience, operational, and revenue targets.
Understands revenue and cost targets and knows how to drive commercial performance while complying with policies and procedures.
Ideally, you’ll have some knowledge of ticketing, retailing, and LNER routes — but don’t worry if you don’t, we’ll teach you everything you need to know to confidently support our customers with their travel queries.
Holds or is willing to obtain a Level 2 Food Hygiene qualification and understands the importance of food safety in delivering a great on-board experience.
Possesses strong communication and decision-making skills, with the ability to manage workload, prioritise effectively, and stay calm under pressure.
Is confident using technology and equipment to enhance the customer experience and support operational excellence.
Understands that the train environment — from cleanliness to fixtures and fittings — is part of the customer journey, and can manage these areas through smart resource deployment and collaboration.
Takes ownership of Customer Satisfaction (CSAT) scores, working with your line manager to develop and implement improvement plans.
Leads the team to deliver timely, hygienic, and high-quality catering services in both First Class and retail areas, maximising customer satisfaction and revenue.
Ensures effective ticket checks are carried out and actively promotes on-board sales, while complying with all retail and stock procedures.
Shares timely and accurate information with both customers and colleagues, especially during disruption, and works closely with the driver to keep everyone informed.
Is committed to achieving safety, revenue, and customer service targets, and is ready to complete operational competence standards as part of the role.
Has the ability to learn, understand, and consistently follow rules, procedures, and safety standards — a vital part of keeping our services running smoothly and safely.

What you’ll get:

Discounted international train tickets (after one year’s service).
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.

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