Apprentice Customer (Train) Driver

Who are we?

Lumo, is an Open Access train company who provide regular, cost-effective, 100% electric train travel between London and Edinburgh as an alternative to flying that is great value, kinder to the environment and just as time effective as taking a domestic flight.

Our people are key to our success, and we are recruiting an engaged, empowered, multi-skilled and flexible family of colleagues who live and breathe our values of:

• Being proud & passionate people
• Sustainability at our heart
• Staying safe & healthy
• Always learning and improving
• Inclusive one team culture

We would like to make our Apprentice Customer Train Driver positions as attractive as possible to women and attract more women into rail. We are proud to be among train operators creating more opportunities for women. To read the stories of some of our female Customer Drivers please click the following link:

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and the newly launched Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

Lumo is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

Our Customer Drivers safely operate the trains Lumo run, keeping to a strict schedule whilst keeping customers and colleagues safe. As an Apprentice Customer Driver, you will be in training for this role.

Customer Drivers are required to work for long periods of time on their own, and as such they must maintain a high level of concentration and be able to make complex decisions both quickly and safely. They have overall responsibilities for customers and fellow colleagues, as well as being responsible for communicating with a number of stakeholders such as the signaller, operations control, other rail industry colleagues, the British Transport Police and the civilian police.

You will promote safety, punctuality, security, information, cleanliness, and customer service through all avenues, challenging poor practice and recognising excellent performance, whilst promoting the Lumo image and always deliver a great customer experience.

About the job

A Lumo apprenticeship is a great way for an individual to earn as they learn through a combination of study and on the job training. We will provide a secure environment with fully qualified professionals from within the world of rail, who are committed to your success and we will do all we can to support you achieve the required apprenticeship standards. We don't pretend it will be easy, and there will be times when you find the apprenticeship programmes we offer challenging and stimulating, but we will ensure you also find them rewarding and enjoyable.

The Customer Driver Apprenticeship programme (Level 3 Train Driver Apprenticeship) is designed to support you in achieving your European Train Driver Licence (issued by the Office of Rail & Road – ORR) and the complementary Certificate Regulations (TDLCR), a legal requirement of all new drivers on the mainline railway.

The programme takes up to 12 months to achieve and offers an exciting opportunity to work for the newest transformational railway company that is fully committed to a digital, eco-friendly and innovation approach. Apprentice Customer Drivers will be trained to drive state-of-the-art of new trains across the United Kingdom. By enrolling in our leading apprenticeship programme, colleagues will not only receive full training, they will gain nationally recognised qualifications which will open up opportunities to become a fully qualified Customer Driver joining the UK's existing 16,000 qualified professional train drivers who keep Britain moving

Your main responsibilities will be:

• Whilst on duty, the role holder should conduct themselves in a way which is consistent with the safety, efficiency, professional and customer focused objectives of the company.
• Under-Instruction. Prepare, drive, and dispose of traction units safely, using the prescribed techniques as set out in the appropriate instructions.
• Under Instruction - Drive a train in a safe and efficient manner.
• Maintain a neat and tidy appearance and wear the uniform provided, including the name badge, in accordance with the guidelines. Whilst on duty adopt a high-profile visible presence, proactively engaging with customers.
• Be responsible for the cleaning and upkeep of the uniform.
• Remain on duty during the hours specified. When train services are disrupted, or through other reasons delayed and booked duties cannot be adhered to, the role holder must ensure that the appropriate managers are informed and respond accordingly.
• Communicate effectively with colleagues and other railway interfaces to ensure the safe and smooth running of the train service.
• Support colleagues in carrying out their duties, particularly during disruption.
• Continually look for ways to improve safety, customer service and business performance and feel free to submit ideas for doing so.
• Prepare and submit written reports as required and when requested.
• Acknowledge receipt of all publications issued (where necessary) and kept up to date and be familiar with such publications and read notices and publications as laid down.
• Report any irregularities in line with the Rule Book. Be the ‘eyes and ears' of the company while carrying out duties.
• Ensure optimal customer care throughout the journey by providing timely, informative announcements and inputting the necessary codes into any automatic Customer Information equipment.
• Maintain the cab environment, and any other areas worked in, in a clean and tidy condition.
• Be proactive in obtaining information during disruption and communicate effectively with other colleagues and railway interfaces.
• During disruption ensure that customers are kept informed in accordance with the appropriate standards.
• Overall - To undertake activities as directed by the line manager to maximise every opportunity to delight our customers.'

As a minimum, you will need to have:

• You will need a good level of numeracy and literacy, so will hold GCSE grade C or above in Maths and English (or equivalent), or sit a functional skills test and achieve a level 2 in English, Maths, and ICT, before you take the end-point assessment at the end of your apprenticeship.
• Minimum of 21 years old
• Excellent concentration and observation skills
• Digitally capable with and willing to embrace new technology
• Must have flexibility of hours, location, energy application and vision as required by Lumo. This post will be required to stay away from home (lodge).
• Not have defective colour vision
• Not have failed the Train Driver assessment within the last six months
• Not have failed the Train Driver assessment twice before

Once candidates have completed the online application, they will be invited to attend an interview with the Customer Driver Management team at Lumo, followed by a culture interview. Successful candidates will then be asked to take the RSSB Train Driver Psychometric Assessments, which must be passed to an enhanced standard. And then finally, a safety critical medical that includes a drug and alcohol screen

About the location

You must be located within a 60-minute commute of Newcastle upon Tyne, our offices are located behind Newcastle Central Station.

Working pattern

35 hours per week.

• Must have flexibility of hours, location, energy application and vision as required by Lumo. This post will be required to stay away from home (lodge).

The Reward

• Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%.
• Incentive Scheme/Bonus of up to 10% of your annual salary
• Employee Assistance Programme
• Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family (after 6 months of service).
• Shopping & Lifestyle Discounts
• Discounted Gym Membership
• Employee Share Plans (Save as you Earn and Buy as you Earn)
• NEXUS – Tyne and Wear Metro Discount
• Life Assurance Cover 4 x your annual salary
• Income Protection Scheme
• 25 days annual leave plus bank holidays
• Access to a digital GP 24/7
• Tax Benefit Bike Scheme

We all belong at Lumo. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.