‘You can really make a difference’: Rail staff share what it’s like to work helping customers navigate Transpennine Route Upgrade work as new roles now on offer
Colleagues working to help customers navigate the railway during a major, multi-billion-pound programme of railway improvements have shared what it’s like to work in the industry – and how it has boosted their careers, with multiple roles now on offer.
Customer delivery managers (CDMs) are the first point of contact for customers travelling on the rail network between Manchester, Huddersfield, Leeds and York, and are on hand to help customers through any planned and unplanned disruption while work takes place as part of the Transpennine Route Upgrade (TRU).
The team is funded by the multi-billion-pound Transpennine Route Upgrade (TRU) to support customers on behalf of Northern, Network Rail, TransPennine Express (TPE) – who work closely together as part of the TRU Enterprise – and the wider rail industry.
Ellie Manns, 23, who spent two years in the role before joining TPE’s social media team, said: “With so much going on around the network and some of the stations being unstaffed, people really don’t have anyone else to go to with their questions. If you don’t have a CDM there, it would make life a lot harder for them. That’s where we come in.”
She added that the job has kickstarted her railway career.
Ellie said: “When you work as a CDM, you get such a vast knowledge of the industry, you’re constantly moving around the rail network and dealing with new challenges.
“It has really helped me in my new job with TPE, so I would definitely recommend the job to anyone who wants a career in rail.”
The work being undertaken by TRU on the railway line between Manchester and York via Huddersfield and Leeds will deliver more frequent, faster, greener trains, running on a better, cleaner and more reliable railway. As work to deliver the project ramps up in 2025, the CDMs will become increasingly vital in assisting customers in getting to where they need to be.
Simon Mulvana, 29, who has been working as a CDM since January 2023, said: “You can really make a difference on the frontline and be there for the passengers. Not everyone is familiar with the railway, so we can really make someone’s day.
“Also, since we are at stations every day, we see where improvements can be made and get asked for feedback a lot. This can lead to actions and improvements, which will improve the experience of our customers.”
This role has been very popular, as it’s seen as a great way to learn the many different facets of the railway and we’re now excited to offer multiple opportunities for people to join this great team.
Martine Manga, who has recently taken a new step in her career as Northern’s new energy & environment manager, after more recently leading the delivery of customer handling plans on TRU, credits her time on the platform for being the railway professional she is now.
She said: “It was incredibly valuable, as I really discovered myself by dealing with challenges on my own. Every day is different because you’re not fixed in one position, you move along the TRU corridor with different stations and different ways of working.”
For those interested in starting a career on the railway and want to be part of a once-in-a-lifetime railway programme like TRU, click here or visit: https://www.tpexpresscareers.co.uk/internal/vacancy/transpennine-express-limited-customer-service-professional-024409-huddersfield-railway-station/24439/description/
The closing date for applications is Monday 3 March 2025.
Notes to editors
Notes to Editors
TPE Notes to Editors
TransPennine Express is a rail operator who provide a premium service for customers across the North and into Scotland. Our vision is: We’re going places, and we’re raising the bar in rail travel, putting our customers first and helping build better infrastructure for the future of the regions we connect.
Following an investment of more than £500m including the introduction of Nova trains, we are continuing to transform rail services through high levels of performance, investment in stations, enhanced accessibility, measures to improve sustainability and more investment.
TransPennine Express is owned by DfT Operator (previously named DOHL), which took on the operation of TransPennine Express services on 28 May 2023.
DfT Operator currently has responsibility for four rail companies, LNER, Northern Trains Limited, TransPennine Trains and SE Trains ('Southeastern'). It is committed to working closely with all aspects of the rail industry to ensure the continued provision of critical passenger rail services.
Our network is:
North TransPennine – including Newcastle to Liverpool Lime Street, Redcar/Middlesbrough to Manchester Airport, Scarborough to York, Edinburgh to Newcastle, and Hull to Liverpool Lime Street
South TransPennine – including Cleethorpes to Liverpool Lime Street via Doncaster, Sheffield to Liverpool Lime Street, and Manchester Airport to Sheffield
Anglo Scottish – including Liverpool to Glasgow, and Manchester Airport to Edinburgh
Destinations served by TransPennine Express include Liverpool, Manchester, Manchester Airport, Grimsby, Cleethorpes, Sheffield, Warrington, Birchwood, Irlam, Urmston, Stockport, Dore & Totley, Meadowhall, Doncaster, Scunthorpe, Barnetby, Habrough, Hull, York, Lea Green, Scarborough, Durham, Newton-Le-Willows, Gatley, Stalybridge, Mossley, Greenfield, Marsden, Slaithwaite, Huddersfield, Deighton, Mirfield, Ravensthorpe, Dewsbury, Batley, Morley, Cottingley, Leeds, Cross Gates, Garforth, South Milford, Selby, Howden, Brough, Malton, Seamer, Thirsk, Northallerton, Darlington, Yarm, Eaglescliffe, Thornaby, Middlesbrough, Redcar Central, Saltburn, Chester-Le-Street, Newcastle, Morpeth, Alnmouth For Alnwick, Berwick-Upon-Tweed, Reston, Dunbar, East Linton, Edinburgh, Glasgow, Carlisle, Bolton, St Helens Central, Wigan, Preston, Lancaster, Oxenholme, Penrith, Lockerbie, Carstairs, Motherwell, Haymarket, Castleford and Normanton.
TRU Notes to Editors
The Transpennine Route Upgrade (TRU) is transforming journeys across the North, better connecting towns and cities through more frequent, faster, greener trains, running on a better, cleaner and more reliable railway. TRU will bring customers:
- More trains to choose from and more seats. Our improvements will enable more trains to run between Manchester, Huddersfield, Leeds and York with up to six fast services every hour between Leeds and Manchester and up to two stopping services for local connectivity.
- Faster journeys so you can travel to your favourite towns and cities more quickly. Our fastest journey times are forecast to be 63 - 66 minutes between Manchester and York and 41 - 42 minutes between Manchester and Leeds.
- More reliable journeys with trains that run on-time
- Since May 2023 our improvements to three diversionary routes have been in place, which means more reliable journeys for customers during engineering work
- Better stations across the trans Pennine route, bringing customers a better travel experience through improved, more accessible stations
- Greener travel, reducing our carbon footprint and improving air quality. Our plans aim to save up to 87,000 tonnes of carbon emissions each year – supporting the government’s Net Zero objectives.