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ENGAGE WITH LUMO
If you are just starting out on your travel career or are passionate about offering a great customer experience, we may have the role for you. Our colleagues come from a wide range of different industries from Hospitality to Aviation, Mechanics to Plumbers but all have one thing in common, they all want to be part of an exciting new business within travel.
Customer Experience Ambassadors
Our Customer Experience Ambassadors are the face of Lumo. As an integral part of our on-board team you will ensure that our customers are your priority. Our Customer Experience Ambassadors will have a passion for delivering outstanding customer experiences from the moment our customers board, and throughout the journey, you will have an engaging personality and a strong sense of pride in delivering an industry leading travel experience. You will always seek opportunities to delight the customer and enhance their experience to ensure their journey is unforgettable.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, you will be signed up to an apprenticeship which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, colleagues will be required to lodge away from the Newcastle depot in both Edinburgh and London. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas day and Boxing day. The remaining 6 days can be used at your discretion.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day, seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible to work shift patters. The ability to adapt from being an early bird to a night owl is essential as our shifts are spread over the hours of 04:00am to 02:00am. We do allocate our roster well in advance and we are fair with the shifts that you may work.
Customer Ambassador Instructors
Customer Ambassador Instructors have a passion for customer experience excellence, an engaging personality and a strong sense of pride in delivering an industry leading end to end travel experience.
The Customer Ambassador Instructors primary role is to undertake the duties of a Senior Ambassador, acting as Brand Ambassadors, delivering a dedicated, high-profile engaged presence across all on-train customer touchpoints so that our customers can ‘Travel Well’. As an Instructor they will also support the Customer Excellence Delivery Manager in the execution of their duties, leading small teams, coaching & developing colleagues, undertaking on call duties and acting as role models for the Ambassador team.
As a Safety Critical colleague, they will undertake emergency procedures when responding to an on-train emergency. They will work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their customer experience promoting the reputation of our business with our customers, stakeholders and partners.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, Colleagues will be required to lodge away from the Newcastle depot in both Edinburgh and London. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas day and Boxing day. The remaining 6 days can be used at your discretion.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible to work shift patters. The ability to adapt from being an early bird to a night owl is essential as our shifts are spread over the hours of 04:00am to 02:00am. We do allocate our roster well in advance and we are fair with the shifts that you may work.
Customer Drivers
The role of the Customer Driver is to safely operate the Lumo Hitachi 803 fleet. The role is for great timekeepers, so our services run to schedule and you must have an eye for putting safety first to ensure we keep our customer and colleagues safe when traveling on board.
Our Customer Drivers have an opportunity to do more than drive the train, they are there to help delight the customer with their knowledge and passion for what they do. No one knows our route better.
If you are from customer rail, freight rail, metro, underground or completely new to the industry, Lumo could have the role for you all we ask is that you are committed to our vision of reimagining rail.
Experienced drivers will be given training to learn our route and the way that Lumo operates from our talented team of Customer Driver Instructors. If you are new to the industry, we have our Customer Driver Apprenticeship. With over half of our drivers starting their journey with our apprenticeship, your new career is in safe hands.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, Customer Drivers will be required to undertake On Call Duties which may mean lodging away from the Newcastle depot across the route including in London and Edinburgh. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas day and Boxing day. The remaining 6 days can be used at your discretion.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible to work shift patters. The ability to adapt from being an early bird to a night owl is essential as our shifts are spread over the hours of 04:00am to 02:00am. We do allocate our roster well in advance and we are fair with the shifts that you may work.
Customer Driver Instructors
Customer Driver Instructors have gained experience in the rail industry and are ready to share that knowledge with our Customer Drivers. Keeping their driving competency up the Customer Driver Instructor will be required to safely operate the Lumo Hitachi 803 fleet. The role is for great timekeepers, so our services run to schedule and have an eye for putting safety first to ensure we keep our customer and colleagues safe when traveling on board.
As a Customer Driver Instructor, your will be required to support the Customer and Operations Excellence Manager (COEM) in the execution of their duties. This may include producing and delivering training both classroom based and practical, perform assessments, briefings, on call duties, incident investigations etc. as directed by the COEM. To promote safety, punctuality, security, information, cleanliness and customer service through all avenues, challenging poor practice and recognising excellent performance.
You will act as a role model for Apprentice Customer Drivers, Trainee Customer Drivers and Customer Drivers. Have a passion for operational excellence, an engaging personality and a strong sense of pride in delivering industry leading customer experience in line with our customer needs. To promote the Lumo image and values of customer experience at all times.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, The Customer Driver Instructors will be required to undertake On Call Duties which may mean lodging away from the Newcastle depot across the route including in London and Edinburgh. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. To ensure that our trains run to service, 25 days of your annual leave will be allocated to you along with Christmas day and Boxing day. The remaining 6 days can be used at your discretion.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible. You will be based at our offices in Newcastle, but you will be required to travel regularly across the network for the duties of your role which will affect the hours and shift patterns that you work.
Customer Experience Manager
Customer Experience Managers have a passion for customer experience excellence, safety, an engaging personality and a strong sense of pride in delivering an industry leading end to end travel experience. They are fully accountable for every aspect of the customer experience, championing the voice of the customer and customer experience across Lumo and all its customer touchpoints.
Customer Experience Managers will work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their customer experience, promoting the reputation of our business with our customers, stakeholders & partners.
Customer Experience Managers lead and develop colleagues in the delivery of the Lumo customer proposition through a high-profile management style acting as brand ambassadors for Lumo. They will work collaboratively with a can-do attitude, always seeking opportunities to optimise revenue performance and enhance customer experience, promoting the reputation of our business with our customers, stakeholders & partners at all times so that our customers can ‘Travel Well’
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, Customer Experience Managers will be required to undertake On Call Duties which may mean lodging away from the Newcastle depot across the route including in London and Edinburgh. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. Colleagues with On Call Duties may be required to work public and bank holidays, this will be credited to your holiday balance to be taken within the calendar year. Should you not be required on call then public and bank holiday dates along with Christmas day and Boxing day must be taken from your annual allowance.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible. You will be based at our offices in Newcastle, but you will be required to travel regularly across the network for the duties of your role which will affect the hours and shift patterns that you work.
Human Resources & Training Analyst
The HR & Training Analyst is responsible for all HR and training activities for Lumo. Having worked in HR you will understand the importance of people and will continually be looking for new ways to promote colleague wellbeing, reward, and engagement this role is focused on our people.
The HR & Training Analyst is a visible role, ensuring that the new and dynamic Lumo organisation functions effectively in terms of its people and training activities. The HR & Training Analyst should encapsulate the entrepreneurial spirit, whilst always maintaining best practice process and procedure by keeping an eye on trends and changes in the law to ensure Lumo operates within the lines of the law.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, The HR & Training Analyst will be required to undertake On Call Duties which may mean lodging away from the Newcastle depot across the route including in London and Edinburgh. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. Colleagues with On Call Duties may be required to work public and bank holidays, this will be credited to your holiday balance to be taken within the calendar year. Should you not be required on call then public and bank holiday dates along with Christmas day and Boxing day must be taken from your annual allowance.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible. You will be based at our offices in Newcastle, but you will be required to travel regularly across the network for the duties of your role which will affect the hours and shift patterns that you work.
Operations & Safety Analyst
The Operations & Safety Analyst Role provides analytical support and management of Operational and Safety information within the business. Acting as the core interface between systems, policies, processes and people to ensure the daily safe running of the company in order to deliver our shared KPIs and business strategy.
The Operations & Safety Analyst will gather, interpret, and use complex data to develop actionable steps that will improve processes and optimise results. Day-to-day, they will be responsible for assessing company / colleague or client needs, using robust information, and analysing it, looking for tell-tale trends or areas for improvement. The Operations & Safety Analyst will deliver that information to stakeholders and use it to enhance the efficiency and effectiveness of a service, product, or system. Additionally, the Operations & Safety Analyst role will monitor the actions and results of all Lumo business functions relating to Safety, in line with legal and industry requirements.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, the Operations & Safety Analysts will be required to undertake On Call Duties which may mean lodging away from the Newcastle depot across the route including in London and Edinburgh. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. Colleagues with On Call Duties may be required to work public and bank holidays, this will be credited to your holiday balance to be taken within the calendar year. Should you not be required on call then public and bank holiday dates along with Christmas day and Boxing day must be taken from your annual allowance.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible. You will be based at our offices in Newcastle, but you will be required to travel regularly across the network for the duties of your role which will affect the hours and shift patterns that you work.
Marketing Manager
Creativity and ingenuity are what drives the Marketing Manager. In this role you will be responsible for driving the Lumo Marketing & Sales strategy, understanding and managing our Brand Identity, marketing plan and profile with customers and driving significant Returns on Investment (RoI) and reputational growth.
The Marketing Manager has a passion for marketing & communication, an engaging personality and a strong sense of pride in delivering an industry leading end to end travel experience so that our customers can ‘Travel Well’. They are fully accountable for every aspect of the marketing strategy, working with some of the best advertising, media and CRM agencies in the UK, along with our Lumo Brand Ambassadors.
The Marketing Manager will be an experienced, commercially minded individual with a proven track record of delivering revenue driving campaigns.
WHAT DO YOU NEED TO KNOW ABOUT THIS ROLE?
There are some key things for you to note, should you be successful when applying for a role with Lumo:
- Learning & Development – Lumo have a commitment to our colleagues to continually develop you throughout your career. With 90% of our existing colleagues in further education to support their role, if you are successful with your application, we have identified a number of apprenticeships and role-based qualifications that you can apply to be signed up for which will support your personal development alongside your practical knowledge.
- Lodging – When undertaking this role, the Marketing Manager will be required to undertake On Call Duties which may mean lodging away from the Newcastle depot across the route including in London and Edinburgh. Lumo will ensure that you are provided with comfortable accommodation, evening meals and breakfast, ready to start your next shift.
- Annual Leave – You will be entitled to 33 days annual leave in a full calendar year. Colleagues with On Call Duties may be required to work public and bank holidays, this will be credited to your holiday balance to be taken within the calendar year. Should you not be required on call then public and bank holiday dates along with Christmas day and Boxing day must be taken from your annual allowance.
- Shift Patterns – No two days are the same at Lumo. We operate ten services a day seven days a week (except Christmas day and Boxing day) so our colleagues will need to be flexible. You will be based at our offices in Newcastle, but you will be required to travel regularly across the network for the duties of your role which will affect the hours and shift patterns that you work.
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