At a Glance
- Tasks: Lead the Onboard Catering Team and deliver exceptional service to First Class passengers.
- Company: Avanti West Coast, a leading transport provider connecting communities across the West Coast.
- Benefits: Join a diverse team with opportunities for personal growth and development.
- Other info: Internal role only, fostering a supportive and inclusive work environment.
- Why this job: Inspire a team and make a real difference in customer experiences on board.
- Qualifications: Strong customer service skills and ability to lead and mentor a team.
The predicted salary is between 30000 - 40000 £ per year.
Internal only – this role is open exclusively to current Avanti West Coast employees. External applications will not be considered.
As an Assistant Service Manager, you will lead the Onboard Catering Team, delivering exceptional service in First Class and managing trolley operations in Standard Class. We expect a proactive, passionate, and integrity‑driven individual who can inspire the team, exceed customer expectations, and uphold the highest standards of safety and service.
Key Responsibilities- Customer Service Excellence: Lead by example, providing outstanding service to First Class passengers and ensuring seamless trolley service in Standard Class.
- Team Leadership: Manage and coach a dedicated team, including Customer Service Assistants and Chefs.
- Sales Maximisation: Use proactive selling skills to boost sales of food, drinks, and retail products on board.
- Operational Management: Oversee stock ordering, rotation, waste control, and accounting to maintain smooth operations.
- Customer Engagement: Deliver engaging public address announcements and provide a warm, train‑side welcome to all passengers, with special attention to those requiring additional assistance.
- Problem Solving: Collaborate with the Train Manager to resolve customer issues and ensure a safe, comfortable journey for everyone.
- Excellent customer service skills
- Thorough understanding of the onboard service proposition
- Ability to coach, mentor and lead an onboard team
- Strong communication skills
- Problem‑solving ability and accountability for service delivery standards
- Positive and proactive influence
Please see the role profile for further information. At Avanti West Coast we value diversity and are committed to providing a welcoming environment for all employees and customers, recognising the benefits of building a workforce from diverse backgrounds, including race, religion, age, gender, gender identity, disability and sexual orientation.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Service Manager- Euston- Talent Pool-INTERNAL ONLY
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Avanti West Coast. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Avanti West Coast before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assistant Service Manager- Euston- Talent Pool-INTERNAL ONLY
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Avanti West Coast:Your cover letter is your chance to shine! Tell us why you want to work at Avanti West Coast specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Avanti West Coast!
How to prepare for a job interview at Avanti West Coast
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
