Chiltern Railways
Trainee Train Manager
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Role: Trainee Train Manager
Job Purpose
Work as a Train Manager within Chiltern Railways, you will be responsible for helping to achieve the high standard of quality of performance on Chiltern Trains, ensuring the safety of yourself and others at all times.
Key Accountabilities
- Manage customer security, respond to customer enquiries, and in times of disruption, ensure that customers’ needs are placed first.
- Provide clear and concise on-train announcements to ensure accurate information is given to customers.
- Check the cleanliness and general environment of each train and rectify or report faults by means of the Vehicle Defect Book.
- Welcome customers boarding trains, particularly at originating stations.
- Provide passenger count information on trains.
- Deal with anti-social behaviour on trains.
- Carry out all necessary Rules and Regulations.
- Act as an “Authorised Person” to take part in revenue protection on trains and stations, issuing Penalty Fares and excess fares where appropriate.
- Act in accordance with the Code of Practice for the treatment of suspects, within the scope of the Police and Criminal Evidence Act 1984 to:
- Conduct Interviews with Suspects.
- Make notes, prepare and submit reports.
- Attend court as required.
- Experiences with anti-social passengers and fraudulent travel.
- Assist as directed where reasonable and safe.
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Person Specification
Essential Criteria
- Good hearing & eyesight and good general health (this is a safety-critical role, and all postholders are required to meet certain medical requirements according to the Railway Group Standards and be subject to random drug & alcohol testing)
- Good numeracy and literacy skills
- Good verbal communication and interpersonal skills
- Able to remain calm under pressure, particularly when dealing with conflict
- Be able to work on your own initiative
- Able to attend for work at times when public transport may not be running (i.e., Early shifts)
- Flexible approach to working shifts and weekends
- Confident manner when dealing with the public (particularly when dealing with difficult customers)
- To remain helpful and courteous at all times, especially when dealing with customers.
- Able to work alone (this could be early in the morning and late at night).
- Neat & tidy appearance (there is a requirement to wear full uniform).
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Desirable Criteria
- Experience of working in the rail industry
- Experience of working with customers in a face-to-face environment
- Previous cash handling experience
- A good standard of local railway and geographical knowledge
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