Application Deadline: 28 March 2025
Department: Train Managers
Location: All Depots - Birkenhead Central TCD, Kirkdale TCD, Southport TCD
Compensation: £25,620 / year
Description
Join our dedicated traincrew team at Merseyrail and play a vital role in delivering exceptional journeys for our passengers. As a key part of our railway operations, you'll ensure the safety, comfort, and satisfaction of everyone onboard our trains.
With a strong focus on teamwork and taking responsibility, you'll contribute to maintaining our reputation for excellent customer service. By being positive, proactive, and supportive, you'll guide our passengers through their journey, ensuring every interaction leaves a lasting, positive impression.
To apply for this role, please submit your current CV and a covering letter demonstrating (with evidence / examples) your following skills and experience: (Applications without a cover letter will not be considered)
* A proven track record of excellent customer service
* Experience of showing responsibility within previous roles
* Ability to deal appropriately with difficult situations
* Ability to work within a team and on your own
Please note that you may not receive an update for up to 4 weeks after submitting your application, This is due to the large volume of applications received and our thorough screening process.
During this time, applications will be carefully reviewed, and only those meeting the necessary criteria will proceed to the next stage. We kindly request that you refrain from contacting us for updates during this period, as we will not be able to provide any information other than that your application is being processed.
Successful candidates from the initial application stage will then be invited to complete an online Customer Service Situational test taking approx. 45 mins.
Should you be successful following the above online assessment, you will be invited to attend an in-person recruitment day, which will include a competency-based interview and practical assessments.
All successful applicants following the recruitment day will be required to attend Psychometric tests and further information will be advised regarding time, date and location nearer the time.
If you have been successful following the initial online assessment, assessment day and psychometric tests a conditional job offer will be made subject to you passing required medical tests and also subject to available training course placements.
* Location - Birkenhead Central TCD, Kirkdale TCD & Southport TCD
* Compensation: The training rate for this post is Train Manager £25,620 rising to £33,260 on successful completion of training (Approx 12 weeks).
* Hours: Rolling 35 per week - commencing an early shift (05:00 hrs Start) and commencing a late shift (18:00 hrs Start) and weekend shifts – without relying on public transport.
For further information on this role please contact Paul Doolan via email pdoolan@merseyrail.org
As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.
Important: Merseyrail reserves the right to close the advert before the published closing date if high volumes of applications are received. In this situation partially completed applications will not be progressed forward or given extra time to complete.
Key Responsibilities
* Being the public face for Merseyrail you will greet and assist our passengers whilst creating a welcoming atmosphere on board our trains.
* Remain visible throughout our trains checking passenger tickets and travel cards, providing guidance and support where needed.
* Communicate with individuals and small groups providing information on routes, schedules and connections.
* Make clear announcements over the onboard Passenger Announcement system, providing updates on delays or disruptions.
* Ensure our passengers board and alight the train safely.
* Confidently and calmly handle unexpected delays, issues or emergencies and have the ability to deescalate conflicts in a professional manner.
* Ensure the train environment is comfortable by reporting any defects identified on board.
* Coordinate with Train Drivers and Operation teams keeping the train running to schedule, monitor signals and remain in touch with our Control Team.
Experience, Knowledge, and Skills
* Exceptional communication skills. You'll be personable, courteous, empathetic, patient and able to demonstrate outstanding customer service.
* You will have the ability to handle and defuse conflicts, offering effective conflict resolution strategies.
* Self-disciplined, with the ability to work independently using your own initiative.
* Able to work to and enforce strict industry standard rules and regulations.
* Punctual with excellent time management skills, ensuring your train departs as scheduled.
* Resilient and adaptable with the ability to face multiple different challenges and prioritise them depending on risk.
* Good problem-solving skills.
* Excellent concentration skills, remaining focused on repetitive tasks whilst managing distractions.
* Situational awareness with the ability to anticipate and react appropriately to hazards or potential problems.
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