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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?

What you'll be doing

Are you the kind of person who can't stop asking “What If?”

We are seeking a passionate, creative and inquisitive individual to join our dynamic team within LNER's Catering Operation as a Systems and Support Clerk. The Successful candidate will be at the forefront of rectifying EPoS equipment Issues whilst, identifying, analysing and resolving key service inefficiencies that impact our frontline operations. You'll be diving deep into data analysis, through the key use of Excel and business insights to support you in implementing actionable change.

Based at our station in Kings Cross, you'll be collaborating directly with our frontline teams, actively contributing to positive changes that impact and support their needs, enabling them to deliver the highest standards of service and profitability. You will be empowered to ask bold questions like “why do we do this?” and “How can we improve it?” to bring fresh perspectives to long-standing challenges where your ideas matter.

While experience is valuable, we're most interested in your curiosity, attitude, and approach. We're looking for someone who doesn't just accept things as they are but actively seeks better ways to do things. If you're the kind of person who enjoys rolling up their sleeves to understand challenges on the ground, thrives on digging deep, exploring new possibilities and challenging the status quo then we want you on our team!

Key Responsibilities

• Drive service improvements for crews and understand trends of poor performance.

• Proactively identify weaknesses in controls and processes, suggesting recommendations for improvements to reduce financial risk and enhance profitability.

• Actively participate in the reconciliation of cash and stock, effectively communicating issues to key stakeholders.

• Collaborate closely with the Ordering team to keep the EPoS back-office system updated and correctly configured, especially during offer and product changes.

• Manage paperwork processes efficiently, transitioning to electronic solutions where possible to support a paperless environment.

• Utilise data and business insights to understand trends of poor performance, potential fraudulent activity, and patterns with stock and cash discrepancies, waste, and sales. Escalate issues and propose solutions as necessary.

• Provide on-platform support and training to crews as required.

• Prepare and sort paperwork and documentation packs for on-board crews.

• Provide low-level fixes to point of sale machines, including swap outs and spares, and liaise with the LNER IT helpdesk.

• Configure the EPoS system using the back-office application, including adding and amending user records, managing products, and updating sales menus.

• Assist crews in all catering environments, particularly during service disruptions, providing a visible and proactive support presence.

• Ensure crews have all necessary equipment in line with standards related to stock and cash control. Report system issues to ensure accurate data recording.

• Ensure end-to-end processes are completed onboard and any changes to service provision are captured and reported.

• Communicate effectively with crews to highlight correct working practices, understand their concerns, and manage day-to-day situations, offering solutions to drive positive behavioural changes.

• Possess or be working towards a level 3 food safety and allergen awareness certification within the first 6 months in-post.

• Maintain a secondary competence role for contingency planning.

• Ensure relevant training and competencies are gained and maintained to support continued service during times of disruption.

What you'll need.

• Strong computer skills in common software applications (Microsoft Office Suite, particularly Excel) are a must. Experience with data analysis and advanced functions within Excel is a key requirement.

• Strong numeracy, analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Proficiency in using EPoS systems and back-office applications.

• Attention to detail and a proactive approach to identifying and resolving issues.

• Commitment to maintaining high standards of service and operational efficiency.

• Hands on mindset, you like to be involved in the practical side of the operations. Working directly with our frontline crews to implement changes.

• Comfortable with autonomy.

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

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