What does an On Train Delivery Manager do?
Reporting to the On Train Experience Manager, Delivery Managers are first‑and‑foremost leaders of people. In this role you will 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 will be primarily depot‑based, focusing on building strong relationships, driving engagement, and developing capability through coaching and feedback. A key part of your role is 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 will champion the delivery of our Customer Experience, driving your teams to consistently provide service that delights and exceeds expectations. On a day‑to‑day basis you will ensure services are fully crewed and make contingency arrangements when needed. Beyond operational delivery you will champion team development and compliance, using LNER processes and initiatives to support your people.
Collaboration is essential – you will work closely with Customer Experience Engagement Managers and Skills & Competency Managers to develop talent, maintain safety standards and achieve performance targets.
What does it take to become an On Train Delivery Manager?
* Experience of leading large teams – around 50 or more in a fast‑paced environment
* An understanding of employment law and the ability to manage within company people processes and policies
* Proactive identification of priorities and planning of own workload accordingly
* Demonstrated coaching capabilities that develop team competence and professionalism
* Proactive relationship building to support continuous business improvement
* Collaborative approach to drive a holistic customer experience and promote constructive challenge to drive customer improvements
* Understanding of commercial and financial acumen
* Ability to interpret data to drive informed action plans and programmes to deliver results
* Evidence of achievements from initiating and managing cultural change
* Flexibility and resilience with change and business pressures, and the ability to work in a high‑volume, fast‑paced environment with shifting priorities
* Maintain a secondary competence role for the purpose of contingency planning
What you'll get:
* Free travel on LNER and 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
* Additional £972 p/a on‑call allowance in addition to stated salary
#J-18808-Ljbffr