Onboard Standards Manager - Carlisle/Glasgow

About the Role

As an On Board Standards Manager, you will be rewarded with a competitive salary of £37,500 p.a. and enjoy a Leisure pass for TPE train travel after 3 months. Rail Gourmet (RG) is a proud part of SSP – The Food Travel Experts. We are a leading provider of food, beverage and specialist solutions to the travel industry, offering a one-stop shop solution – from logistics and supply chain; concept, marketing and retail, to menu and product, technology and on-board service.

We have recently expanded and enhanced the On Board Catering offer on the TransPennine Trains, which now includes dedicated First Class and Retail Hosts. RG is committed to providing a very high quality of service consistently across the route, to meet the expectations of TPE. Improved customer satisfaction and the maximisation of retail sales are key, and RG is excited to be part of this journey.

RG has a team of approximately 245 people across the route to provide these services, and we are looking for inspirational people to make a step change in regards to the On Board customer service standards through staff engagement and leadership. This is a pivotal role with responsibility for the on board teams at Carlisle and Glasgow, ensuring a safe, consistent and efficient catering service is delivered each day.

You will be supported by a dedicated On Board Standards Team Leader who will report directly to you. You will lead a team of approximately 34 people across the two sites in their mission to achieve customer service excellence along with the maximisation of sales. This is very much a ‘hands-on’ role, and you will be expected to be on board with your teams the majority of the time, which some days/weeks will literally mean 100% of the time! Due to the geography of the route, it may involve the occasional overnight stay as necessary.

The primary responsibilities of this role are:

• All aspects of people management within your team – which involves people welfare; attendance management; disciplinary matters; performance management and reward & recognition.
• Through On Board Observations, coaching and monitoring of your team in the delivery of the expected service specifications, customer service standards and the relevant sales targets.
• Recognising good performance in your team utilising the company schemes.
• Uniform compliance is fully enforced.
• Optimise coverage working in liaison with the Operations Administrator and the Operational Team Leaders.
• The Labour Establishment is maintained.
• 100% Health & Food Safety compliance.
• All accidents and incidents involving your team are fully investigated and actioned within the agreed timelines.
• Staff engagement is maximised through your people management skills.
• All staff communication (Teams channels; email; digital displays; notice boards) to be utilised and updated in a timely manner. Regular checks of knowledge must be undertaken to ensure the team's understanding is there.
• All team members are using the Company’s people system ‘Success Factors’ as required.
• All team members partake in the annual staff survey.
• The delivery of all briefs and training updates.
• Liaison with peers within RG and local liaison with Transpennine, Network Rail and other TOCs as necessary.