All applicants must live within 1 hour of Berwick-upon-Tweed Station.
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 a Duty Team Leader do?
We're glad you asked
As a Duty Team Leader you will be responsible for leading, motivating and supervising the station team on a day to day basis. This involves effectively allocating resources across the station to support operational performance and to ensure the safety and security of staff and customers. You'll also continually assess the performance of each team member, offering coaching, undertaking development as necessary and ensuring high standards in terms of behaviours and uniform standards
In addition to managing a team, the Duty Team Leader position also involves ensuring that station operations and platform usage are optimized in terms of safety, operational performance and customer satisfaction. This is done through proactive arrangements and the coordination of train operations such as cancellations, re-platforming, set swaps which may involve liaising with Control, other TOCs and Network Rail.
In the event of disruption, our Duty Team Leaders are responsible for leading the station team in organising onward travel, accommodation, free car parking, complimentary food and drink and ultimately ensuring that our customers are well supported at that time.
So, do you have what it takes?
To make it as a Duty Team Leader you'll need:
* Highly effective leadership skills with previous experience in a team leader, coach or supervisory role. You'll be able to lead by example and effectively coach others to provide the best possible experience for customers.
* Previous experience of working within a customer experience role and a passion for delivering excellent customer service standards.
* Experience of working as an effective team player.
* Good communication skills both verbal and written, with the ability to effectively solve problems and resolve customer concerns.
* A good knowledge of station operations in addition to ensuring a safe environment for customers, stakeholders and colleagues.
* Previous experience in coordinating operations and a role.
* Ideally, you'll have existing train dispatch and station announcer competencies.
* Please note – this is a safety critical role for which you will need to pass psychometric testing and a safety critical medical, if required.
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/electric vehicle scheme
* 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 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 here