Performance and Standards Manager
Caledonian Sleeper Limited, London Euston, NW1 2RT
Permanent/ Full time 37.5 hours per week
£46,641 per annum plus benefits
The Caledonian Sleeper has an exciting opportunity for a Performance and Standards Manager to join our existing team based at London Euston station.
This role is essential for the ongoing support and performance management of our onboard & station team, having full accountability for their regional performance. The Performance & Standards Manager will demonstrate very high standards and lead by example supporting the operational and guest experience functions to deliver exceptional service within Caledonian Sleeper.
The key focus of this role is leadership and the line management of our Onboard Performance & Standards Coaches, Team Leaders, hosts as well as supporting and monitoring the Station Support Team ensuring a fully informed and engaged team and one that consistently delivers the service standards required delivering an exceptional hospitality experience and our commitment to Delight our Guests.
Main Accountabilities:
- Leading a team made up of 1 onboard Performance & Standards Coach, circa 50 frontline Team Leaders and Hosts operating services out of London Euston. Line management responsibilities include, but are not limited to, performance and people management. Line management of the onboard team will require working alongside their Onboard Performance & Standards Coach, Team Leaders and Hosts during overnight operations. This will be balanced with alternating weekly plans to support evening operations onboard our services and “off train” weeks completing office-based requirements, project work and daytime presence.
- Drive your team to exceed KPI targets to deliver: Safety - Zero Harm culture with scheduled Leadership tours and General Inspections both onboard and in station. Mandatory and additional training requirements. Absence Compliance – ensuring full and timely support for out onboard teams. Onboard spend per guest – to maximise onboard revenue opportunities for region On Time Performance – Meet boarding and scheduled departure times through effective and efficient boarding processes Voice of the Guest – Overall guest satisfaction targets, complaints v compliments, acting where necessary to meet business strategy – To Delight our Guests
- To lead Onboard team recruitment and onboarding for frontline teams to ensure that the Guest Experience Service Delivery team is fully resourced with talented people who have the necessary strengths and integrity to be able to operate in accordance with the company values.
- To motivate and develop a front-line delivery team to deliver the goals and aspirations of the business. Key reports are the on-board Coach, Team Leaders, and Hosts however you will be expected to oversee boarding and station support duties when in station to ensure security and service requirements are being delivered consistently and improvements implemented when required.
- Day to day absence management for all the Team Leaders and Hosts ensuring compliance targets achieved and full support for teams. Lead on absence management process including stage triggers and capability supported by onboard Performance & Standards Coach.
- Day to day performance management of Performance & Standards Coach, Team Leaders, and Hosts through regular performance catch-up meetings with agreed development plans implemented. Lead on all people management in line with company policy including Disciplinary, Grievance and Safety Investigations to outcome, supported by the Onboard Performance & Standards Coach.
- To motivate, develop and enable opportunities for our front-line team of Hosts and Team Leaders, to deliver the goals and aspirations of the business. This should be delivered by the effective leadership of direct reports to this role.
- To support the implementation of our Service Guidelines at every stage of the on-board guest and crew journey, ensuring full team engagement and robust, clear process which is audited and reported on a period basis.
What you’ll need to do the role:
- Live within one hour commute of London Euston.
- Previous operational experience of delivering excellent customer service in a transport or hospitality environment instilling a “Can-do” attitude within their team.
- Previous experience of managing a team / base management experience of a large and diverse team.
- Excellent customer service skills.
- Experience in ensuring a company vision is brought to life in an operational environment in a robust and consistent manner.
- Excellent communication skills.
- Previous experience in a Unionised environment.
- Previous experience in HR and Rostering functions would be beneficial.
Additional/Special Features of the Role
Caledonian Sleeper is an overnight service. This role will involve managing your diary to cover a work pattern of alternate weeks being spent both “on” and “off” train.
“On-train” time will involve supporting your team onboard our services operating from London Euston to various locations across the UK ensuring appropriate rest periods are taken.
“Off-train” working will include both dayshifts and backshifts with a minimum of 2 shifts being in station/office based.
On this basis flexibility to work days and nights will be required.
What we offer:
- Competitive salary
- 25 days annual leave
- Free Scotland wide rail travel with ScotRail for the employee and eligible family members
- Allocation of complimentary tickets each year for Caledonian Sleeper travel
- Contributory pension scheme
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.
We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.
Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic! Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK’s most remote railway station too, Corrour.
Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en-suites and double beds, as well as our much-loved Club Car to around 200,000 guests per year.
Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.
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