Service Centre Assistant

at  Hull Trains

SERVICE CENTRE ASSISTANT, HULL

32 hours per week, permanent.
Salary £19,537 with competitive benefits package including free and discounted rail travel, company defined contribution pension scheme, 25 days’ annual leave plus bank holidays, health cashback scheme and 50% gym paid membership fees.
Hull Trains is an open-access operator running seven daily services to London King’s Cross from Hull, Brough, Howden, Selby, Doncaster, Retford and Grantham.
Now in our 24th year of operation, we are an institution in the Humber region with a commitment to both our customers and the local community.
Our colleagues are what set us apart: Local people, working for a local company, providing first-class services to the local community. They love working for Hull Trains, and this is evidenced by our high retention levels and our passion for promoting career progression. We have countless examples of people who have progressed through our ranks and now hold senior positions within the business.
We are dedicated to equality and diversity, with a workforce made up of 50% male and 50% female colleagues, and the highest percentage of female Drivers in the country. In September 2024 we were awarded the prestigious Great Place to Work Award at the National Rail Awards for our commitment to our people and achieving outstanding engagement scores of 84%; furthermore we were awarded the Top Employer of the Year Award at the 2023 Women in Rail Awards for our commitment to equality and diversity.
Hull Trains was the first rail operator in Great Britain where journey levels exceeded pre-pandemic levels. We now provide more passenger services on larger trains than ever before and are transporting record numbers of passengers on board. Our Paragon fleet is also one of the most modern and environmentally friendly on the UK’s rail network.
We are a company that is on the up! A proud local employer with a team of onboard and head office colleagues, who are not only committed to delivering excellent customer service but also dedicated to the city of Hull and the surrounding communities.
We’re excited to be planning our future with further growth; a future which you could be a part of…
Would you like to join our journey?
We are recruiting for a Service Centre Assistant.

The purpose and objectives of this role are:

• Maintain a Service Centre area within the Food Safety Policy and HACCP guidelines, holding responsibility for all goods, stock rotation and to alert management of any discrepancies or poor practices.
• To support the Onboard Experience Manager to ensure that sufficient stock levels, both ambient and perishable are maintained to provide 100% stock levels to all train services.
• Order and receive goods from suppliers as per Hull Trains Food Safety Management Policy and input all data.
• Ensure all services are stocked and ready to depart on time.
• To ensure that all marketing material required on board is delivered to services in a timely manner.
• To ensure wastage is minimised through stock rotation and control.
• Accurately record all issues made from the Service Centre using the Stock Management system.
• Delivery of goods to be checked against purchase orders, delivery notes, and to check quality, quantity, and timeliness in line with service level agreements.
• To answer the Service Centre telephone in a timely fashion and to take accurate onboard colleague orders over the phone, then prepare orders and any necessary equipment to be delivered for services as requested.
• Protect the company and customer’s assets, this includes wastage by being vigilant and reporting any suspicious situations to your Line Manager.
• Duties to include cleaning of the service centre as per Food Safety Management Policy.
• Carry out stock counts as required by the Onboard Experience Manager and enter results accurately into the stock systems.
• Assist the Onboard Host Instructors with the training of all new Service Centre personnel.
• To work closely with all members of the Hull Trains team to ensure that we have the highest standards possible on our services and that we work within a safe environment.
• To wash pots and equipment from onboard and within the service centre

The knowledge or experience you will need:

• Able to follow a set 7-day roster with a variety of early to late shifts.
• Level 2 Food Safety and Hygiene Certificate, including knowledge of HACCP & COSHH (desirable).
• Comprehensive standard of education, including strong numeracy skills and experience using Excel or stock management systems.
• Stock handling experience.
• Stock control and ordering experience.
• Excellent communication skills to engage with customers and colleagues.
• An energetic and enthusiastic approach to problem solving and teamwork.
• Customer service experience.
• Onboard Host training/competence for voluntary cover (this would be paid at the appropriate Onboard Host rate).
• Knowledge of the General Data Protection Regulations for dealing with customer sensitive data.

At Hull Trains we are committed to encouraging equality of opportunity, diversity, and inclusion at every level in our business, and ensuring an inclusive and open working environment.
The aim is for our workforce to be truly representative of all sections of society and our customers, to help us to better understand their needs and to deliver more creative and innovative solutions

• Maintain a Service Centre area within the Food Safety Policy and HACCP guidelines, holding responsibility for all goods, stock rotation and to alert management of any discrepancies or poor practices.
• To support the Onboard Experience Manager to ensure that sufficient stock levels, both ambient and perishable are maintained to provide 100% stock levels to all train services.
• Order and receive goods from suppliers as per Hull Trains Food Safety Management Policy and input all data.
• Ensure all services are stocked and ready to depart on time.
• To ensure that all marketing material required on board is delivered to services in a timely manner.
• To ensure wastage is minimised through stock rotation and control.
• Accurately record all issues made from the Service Centre using the Stock Management system.
• Delivery of goods to be checked against purchase orders, delivery notes, and to check quality, quantity, and timeliness in line with service level agreements.
• To answer the Service Centre telephone in a timely fashion and to take accurate onboard colleague orders over the phone, then prepare orders and any necessary equipment to be delivered for services as requested.
• Protect the company and customer’s assets, this includes wastage by being vigilant and reporting any suspicious situations to your Line Manager.
• Duties to include cleaning of the service centre as per Food Safety Management Policy.
• Carry out stock counts as required by the Onboard Experience Manager and enter results accurately into the stock systems.
• Assist the Onboard Host Instructors with the training of all new Service Centre personnel.
• To work closely with all members of the Hull Trains team to ensure that we have the highest standards possible on our services and that we work within a safe environment.
• To wash pots and equipment from onboard and within the service centr