About the Role Onboard Service Manager North Rail Gourmet (RG) is a proud part of SSP – The Food Travel Experts. We have secured the contract to run the On Board Catering for TransPennine Trains Ltd for up to 5 years from July 2023. They have big ambitions for enhancing its on-board offer for its customers and taking full advantage of the Nova fleet of trains in operation across the route. The contract is all about collaboration with the client and RG is really excited to be part of this journey. RG have a team of approximately 150 people to provide this service 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. Therefore we are on the hunt for someone to join our team as On Board Standards Manager, North. This is a pivotal role which has responsibility for the on board standards for the Manchester, Liverpool, York and Sheffield teams ensuring a safe, consistent and efficient catering service is delivered each and every day. You will assist with leadership of 60 people across the 4 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 the majority of time which some days/weeks will literally mean 100% of your time Due to the geography of the route it may involve the occasional overnight stay as necessary. The majority of your team work out of areas with very limited facilities and as part of the leadership team you will ensure that we make best use of such facilities as well as driving through improvements where possible, through your passion and determination for positive change. You will need to work closely with the client and other Railway/contract partners at locations as necessary so building up good working relationships is essential. This is very much a people person’s role with one to one engagement and encouragement pivotal to the role whilst being responsible for attendance management, people welfare and disciplinary matters as necessary. Staff communication and engagement is essential and RG aims to significantly improve its Staff survey engagement scores on the account quickly. There is a group of three Team Leaders who you are able to call upon for support and you will need to ensure that you utilise this important resource in conjunction with the Service Centre Manager, North, for Return to Work interviews, initial investigations, recruitment interviews and other business needs as necessary.