Guest Experience Performance & Standards Manager -

Glasgow | Other



    Guest Experience Performance & Standards Manager

    Caledonian Sleeper

    Glasgow (with travel to London as and when required)

    Full Time

    Maternity Cover (9 Months FTC)

    £43,022 FTE (pro rata)


    Caledonian Sleepers forms a vital part of Scotland's transport network, regularly moving over 300,000 trips per year with an anticipated increase to 350,000 over 15 years, Caledonian Sleepers will manage and operate all aspects of the network with total revenues of £800m over its 15-year contract term. The contract will have a workforce of over 100 employees and together with several key 3rd party suppliers, will deliver the core service and specialist projects, providing a unique 'one stop shop' solution for Transport Scotland and their business, tourism, and leisure aspirations.


    We are currently looking for a Guest Experience Performance & Standards Manager to join the team who will focus on leadership and line management of the Onboard Performance & Standards Coaches, Team Leaders and Hosts ensuring a highly effective team which consistently delivers the service standards required for an exceptional hospitality experience.


    This role will be a 9-month fixed term contract to cover maternity leave and provide essential ongoing support and performance management of the onboard team, having full accountability for their regional performance. The Performance & Standards Manager will demonstrate high standards and lead by example supporting the operational and guest experience functions to delivery exceptional service within Caledonian Sleeper.


    Main responsibilities of the role include:

    • Leading a large team of circa 40 frontline Team Leaders and Hosts across crew bases. Line management responsibilities include performance and people management, recruitment and onboarding, absence management, and learning and development.
    • Driving the team to exceed KPI targets to deliver safety, absence compliance, mandatory learning, and additional training, on time performance, Voice of the Guest, and Viewpoint.
    • Develop and implement new standards of service at every stage of the onboard guest journey, ensuring full team engagement.
    • Work closely with the Catering & Ops Manager to support best practice across onboard service delivery and the implementation of new products and service initiatives.
    • Excellent product and service knowledge to enable the delivery of a memorable hospitality experience to our guests.
    • Coordinate and be fully engaged with local union meetings monthly and chair quarterly LLC meetings.
    • Accountable for ensuring all onboard crew and sufficiently assessed to comply with relevant safety and service standards.


    What you'll need to do the role:

    • Previous line management experience.
    • People management skills including recruitment, HR, absence management, performance management.
    • Excellent customer service skills.
    • Operational experience of delivery customer service within a transport or hospitality environment.
    • Excellent communication and presentation skills.
    • Previous experience within a unionised environment.
    • Project management experience.
    • Self-motivated and ability to motivate others.


    What we offer:

    • Are you looking for a company who can be flexible to fit around you? Then look no further! Caledonian Sleeper offers a range of shift patterns and can offer a great degree of flexibility to our candidates.
    • Complementary travel for employee and dependents on Caledonian Sleeper and Scotrail
    • Reduced travel within most rail operators within GB
    • 25 days annual leave
    • Friends and Family discounts
    • Final salary railway pension
    • Access to health insurance scheme
    • Access to Serco Benefits package discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships
    • Extensive training and development


    About Serco
    At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

    By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

    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 Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

    At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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    Contract Type
    Expiry Date
    01/06/2023 03:11:00
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