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.
What you'll be doing
As the Accessibility Improvement Manager, you will be at the forefront of transforming accessibility and inclusion at LNER. Reporting to the Lead Accessibility Manager, you will spearhead the implementation of our innovative strategies and programmes. You'll lead a variety of dynamic projects, ensuring their successful delivery from start to finish, while rallying support and enthusiasm from across the business.
In this pivotal role, you'll manage impactful projects that directly enhance the customer experience, driving the business to achieve excellence in these initiatives. You'll also take charge of monitoring and reporting, crafting insightful summaries, reports and presentations that spotlight key areas for improvement and celebrate our successes.
Beyond managing planned projects, you'll be the go‑to problem solver, swiftly addressing issues raised by customers, colleagues, and stakeholders, often in collaboration with the Lead Accessibility Manager. Your efforts will ensure that LNER remains a leader in accessibility and integrated travel, making a tangible difference in the lives of our customers.
Key Responsibilities
Project & Programme Delivery
Lead and deliver projects that support the LNER Accessibility & Inclusion Strategy, as well as initiatives that improve integrated travel across the LNER network.
Take full ownership of assigned projects from initiation through to completion, ensuring all commitments under LNER's Service Agreement with the Department for Transport are met.
Manage the annual Station Improvement Programme, ensuring accessibility projects are delivered on time, within budget, and in line with DfT expectations.
Policy, Governance & Compliance
Maintain and oversee the Accessible Travel Policy programme, ensuring understanding and compliance across the business.
Own and manage the Equality Impact Assessment governance process, embedding it effectively throughout LNER.
Support the successful implementation of the national Passenger Assist Improvement Programme, maximising its value and ensuring a consistent and reliable service for customers.
Reporting & Performance Insight
Develop, maintain, and enhance reporting structures that clearly communicate performance and progress to internal and external stakeholders.
Collaborate with the Lead Accessibility Manager to identify improvement opportunities and introduce KPIs to strengthen reliability and drive continuous improvement.
Customer‑Focused Improvement & Problem Solving
Identify opportunities to enhance accessibility across the business and deliver associated programmes of work.
Respond quickly and effectively to emerging issues and problem statements, ensuring timely resolution.
Proactively anticipate risks, implement procedures, and resolve challenges using initiative and a high level of autonomy.
Cross‑Business & Industry Collaboration
Represent LNER in industry discussions, working collaboratively with partners to ensure consistent, efficient, and customer‑centric outcomes.
Partner with Digital teams to identify and deliver digital solutions that improve accessibility and customer experience.
Leadership & Support
Deputise for the Lead Accessibility Manager when required, providing continuity and leadership across the function.
What you'll need.
* Project Management Expertise
* Proven experience in delivering large‑scale projects using professional project management methodologies. You'll ensure projects, programmes, and tasks are delivered in a controlled, efficient, and outcome‑focused manner that meets LNER's expectations and obligations.
* Agile Working
* The ability to work with agility—adapting quickly to changing priorities, addressing emerging issues, and delivering timely solutions beyond planned project activity.
* Influencing & Negotiation
* Strong influencing and negotiation skills, with the confidence to engage colleagues and stakeholders at all levels. You'll build trusted relationships and act as a compelling internal advocate for accessible and inclusive customer experiences.
* Relationship Building
* A personable, collaborative approach that enables you to gain support and alignment from teams across the business.
* Challenging the Status Quo
* The confidence to question established processes and perceptions, constructively challenging thinking to drive continuous improvement.
* Stakeholder Management
* Experience managing a wide range of internal and external stakeholders, ensuring clear communication, alignment, and shared ownership of outcomes.
* Excellent Communication
* Highly developed verbal and written communication skills, able to adapt your style to suit different audiences.
* Reporting & Insight
* Experience producing clear, insightful reports and presenting findings effectively to stakeholders inside and outside the organisation.
* Technical Proficiency
* Strong proficiency with the Microsoft Office Suite, with the ability to create high‑quality documents, presentations, and analysis.
* Customer Experience Focus
* A clear passion for delivering exceptional customer experiences, with an understanding of what drives satisfaction, trust, and accessibility.
* Problem Solving
* A creative, solutions‑focused mindset, with strong analytical skills and a positive, “can‑do” approach to overcoming challenges.
* Innovative Thinking
* The ability to think creatively and strategically to overcome business and industry barriers, enabling improved accessibility and customer experience for all.
* Presentation Skills
* Confidence and clarity when presenting information, insights, or recommendations to varied audiences.
* Accountability & Self‑Management
* A self‑reliant, organised approach with the ability to take ownership of tasks, decisions, and the successful delivery of projects.
* Performance & Commercial Awareness
* Sound decision‑making supported by financial and business acumen, ensuring recommendations and actions align with organisational priorities.
* Subject Matter Knowledge
* While not essential, knowledge of the Equality Act 2010 and its relevance to equality, accessibility, and inclusion would be beneficial.
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
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
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