Assistant Service Manager- Talent Pool- Wolverhampton-INTERNAL CANDIDATES ONLY

This role is only open to candidates who are current Avanti West Coast Employees. Any applications made by external candidates for internal only roles will not be considered and will be withdrawn from the process.

Our Onboard team at Wolverhampton are looking for enthusiastic individuals to join our team of Assistant Service Managers! At Avanti West Coast it is our mission to be the transport of choice, connecting our customers and communities across the West Coast. Are you PASSIONATE about delivering excellent customer service with INTEGRITY? Do you have an AMBITIOUS drive to make a genuine difference to others? We are COMMITTED to delivering a service that sets new standards for Customer experience and operational excellence across the communities we serve.

Every day on the railway brings something new. With over 500,000 customers traveling on our network each week, as an Assistant Service Manager, you'll be at the heart of our customer experience. You'll lead and inspire our On Board Catering Team, delivering top-notch service in First Class and managing trolley operations in Standard Class. Your proactive approach and passion for excellence will help us exceed our customers' expectations every day. In this role, we want you to bring your AUTHENTIC self to make our customers' experience memorable as they travel onboard. We want to be YOU!

Your Key responsibilities as an Assistant Service Manager will include:

• Customer Service Excellence: Leading by example, providing outstanding service to First Class passengers and ensuring a seamless trolley service in Standard Class.
• Team Leadership: Managing and coaching a dedicated team, including Customer Service Assistants and Chefs.
• Sales Maximization: Using your proactive selling skills to boost sales of food, drinks, and retail products on board.
• Operational Management: Overseeing stock ordering, rotation, waste control, and accounting to ensure smooth operations.
• Customer Engagement: Deliver engaging public address announcements and providing 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.

What we are looking for:

• Excellent customer service skills
• Thorough understanding of the service proposition and life on board
• Ability to coach, mentor and lead your onboard team
• Strong communication skills
• Able to solve problems and take responsibility for the service delivery standards
• Positive and proactive influence

At Avanti West Coast, we value the differences that make each of us outstanding! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation. Everyone who joins Avanti West Coast becomes part of our close-knit team. We're committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in. A place where differences are encouraged, recognised, accepted and put to good use!

Our Avanti West Coast Values:

• Passionate: We foster a culture where everyone is driven by our mission and are dedicated to achieving it together.
• Committed: We are committed to safety, reliability and delivering the very best for our customers, our colleagues, stakeholders and the industry.
• Integrity: We believe in taking responsibility for our reactions and decisions to ensure we do the right thing even when it is difficult to do and hold others accountable for doing the same.
• Ambitious: We strive to be the best and are curious to new ways of working within our business and the wider industry.
• Authentic: We are genuine, caring and grounded individuals that operate and communicate with openness, trust and clarity.