Job Description
On Train Delivery Manager
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.
Are you on board?
So, what exactly does an On Train Delivery Manager do?
We're glad you asked!
Reporting to the On Train Experience Manager, our Delivery Managers are first and foremost leaders of people. In this role, you'll manage and inspire a large team of on-board colleagues – including Train Managers, Customer Experience Leaders, Chefs, and Hosts – ensuring they are engaged, supported, and equipped to deliver an exceptional experience for every customer.
You'll be primarily depot-based, focusing on building strong relationships, driving engagement, and developing capability through coaching and feedback. A key part of your role will be applying and upholding people management policies and procedures, including performance management, attendance, wellbeing, and employee relations, to create a positive, high-performance culture where colleagues feel valued and motivated.
You'll champion the delivery of our Customer Experience, driving your teams to consistently provide service that delights and exceeds expectations.
Day-to-day, you'll ensure services are fully crewed and make contingency arrangements when needed. Beyond operational delivery, you'll champion team development and compliance, using LNER processes and initiatives to support your people. Collaboration is essential – you'll work closely with Customer Experience Engagement Managers and Skills & Competency Managers to develop talent, maintain safety standards, and achieve performance targets.
If you're passionate about leading people, applying sound HR practices, and building great teams, this is the role for you.
What does it take to become an On Train Delivery Manager?
To make it as an On Train Delivery Manager you'll need:
Experience of leading large teams - circa 50 plus in a fast-paced environment
An understanding of employment law and the ability to manage within company people processes and policies.
Proactively identify priorities and plan own workload accordingly
Be able to demonstrate coaching capabilities that develop team competence and professionalism
Proactively, build relationships to support the delivery of continuous business improvement
Develop a collaborative approach to drive a holistic customer experience and promote effective and constructive challenge to drive customer improvements
Have an understanding of the importance of commercial and financial acumen
The ability to interpret data to drive informed action plans and programs to deliver results
The ability to evidence achievements of success from initiating and managing cultural change
Be flexible and resilient with change and business pressures with the ability to work in a high volume, fast paced environment with constant changing priorities
Maintain a secondary competence role for the purpose of contingency planning
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
Disclosure and Barring Service (DBS) Check
If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.
Medical screening
We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.
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 by clicking the Apply button now.