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About the Role
On Board Standards Manager - Carlisle and Glasgow
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.
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 comprehensive service from logistics and supply chain to concept, marketing, retail, menu and product development, technology, and on-board service. We have recently expanded and enhanced the On Board Catering offer on TransPennine Trains, including dedicated First Class and Retail Hosts. RG is committed to providing high-quality service consistently across the route to meet TPE's expectations. Improving customer satisfaction and maximizing retail sales are key priorities, and RG is excited to be part of this journey.
RG has a team of approximately 245 people across the route delivering these services. We are seeking inspirational individuals to elevate the On Board Customer Service standards through staff engagement and leadership. We are looking for someone to join as On Board Standards Manager, Carlisle/Glasgow. This pivotal role involves responsibility for the onboard teams at Carlisle and Glasgow, ensuring safe, consistent, and efficient catering services daily. You will be supported by a dedicated On Board Standards Team Leader reporting directly to you. You will lead a team of approximately 34 people across the two sites, aiming for customer service excellence and sales maximization. This role is highly hands-on, requiring you to be on board with your teams most of the time, sometimes 100%. Due to the route's geography, overnight stays may occasionally be necessary.
The primary responsibilities of this role include:
1. People management within your team—covering welfare, attendance, disciplinary matters, performance, and recognition.
2. Monitoring and coaching your team through onboard observations to meet service, customer, and sales standards.
3. Recognizing good performance using company schemes.
4. Enforcing uniform compliance.
5. Optimizing coverage in coordination with the Operations Administrator and Team Leaders.
6. Maintaining the Labour Establishment.
7. Ensuring 100% health and food safety compliance.
8. Investigating and addressing all accidents and incidents involving your team within set timelines.
9. Maximizing staff engagement through effective management.
10. Utilizing and updating all staff communication channels (Teams, email, digital displays, notice boards) promptly, and regularly checking staff understanding.
11. Ensuring all team members use the company’s ‘Success Factors’ system as required.
12. Participating in the annual staff survey.
13. Delivering briefs and training updates.
14. Liaising with RG peers and local contacts such as TransPennine, Network Rail, and other TOCs as necessary.
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