Onboard Standards Manager Carlisle/Glasgow

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, and offer 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 really excited to be part of this journey.

RG have 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.

We\’re on the hunt for someone to join our team as On Board Standards Manager, Carlisle/Glasgow. This is a pivotal role which has responsibility for the on board teams at Carlisle and Glasgow, ensuring a safe, consistent and efficient catering service is delivered each and every day. You will be supported by a dedicated On Board Standards Team Leader who will report directly into yourself.

You will lead the team of approximately 34 people across the 2 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 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.

As an On Board Standards Manager, you\’ll be rewarded with a competitive salary of £37,500 p.a. and enjoy a Leisure pass for TPE train travel after 3 months.

Role Summary

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 services 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 teams 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.

Person Specification

Essential:

• People person – ability to get the best out of their team.
• Enthusiastic with a \’can do attitude\’ and a Team player.
• Excellent communication skills (verbal and written) with the ability to communicate with colleagues at all levels.
• Problem solving and analytical skills.
• Effective planning and organisational skills.
• Ability to work under pressure and to deadlines.
• Previous management experience.
• Ability and willingness to travel across the route as necessary.
• Quality conscious.
• An understanding of basic Microsoft applications with an ability to produce reports.
• The ability to embrace technology and change
• The ability to be on call and weekend working as per the needs of the business

Desirable:

• Retail or sales background.
• Stock management experience.
• Personable and presentable.
• Previous experience of financial awareness and working to targets/budgets.
• Experience of working irregular and unsocial hours.