On Board Customer Service and Catering Delivery Manager
On Board Customer Service and Catering Delivery Manager
Apply locations: Sunderland Depot, Wakefield Kirkgate Station
Time type: Full time
Posted on: Posted 3 Days Ago
Time left to apply: End Date: December 27, 2024 (17 days left to apply)
Job requisition id: JR029380
Join the Grand Central Team as an On Board Customer Service and Catering Delivery Manager!
Organisation: Grand Central
Location: Sunderland and Wakefield
About Us:
We are an open-access train operator linking the North East and West Yorkshire with London, which means we don't get any sort of help from the government and our only loyalty is to our customers - it's in our interest to give you the best journey possible. We've been connecting London Kings Cross, Yorkshire and the North East since 2007. Calling at the smaller stations means we're always looking to be active in the local community, through our various social responsibility programs and helping local organisations.
The Role:
We are looking for two On Board Customer Service and Catering Delivery Managers to work as part of our successful Customer Service Delivery Team leading our team of Customer Service Assistants. One will be based in Sunderland and one will be based in Wakefield to support and develop the team, focusing on creating an outstanding customer experience as well as being the first point of contact for your people’s welfare and competency needs.
What You’ll Do:
* Ensure a consistent approach is adopted in the effective people management of Customer Service Assistants at two Grand Central depots (Sunderland and Bradford).
* Monitor and manage on-train catering services, stock management, cash handling and on-train presentation and cleaning services.
* Lead in the Catering supplier contract management.
* Play a key role in the recruitment, selection and onboarding of Customer Experience Assistants to ensure all new recruits are aligned to Grand Central’s vision and values.
* Manage local rostering arrangements for the CSAs, including development of productive link structures and liaising with those responsible for train crew diagramming.
* Develop and ensure the quality and consistency of GC customer experience on-train, to a standard that meets and exceeds customer expectations.
* Conduct relevant accident/incident/complaint investigations when required.
* Manage the relevant local health, safety and welfare issues for all Customer Service Assistants with a large focus on wellbeing and engagement.
* Manage and ensure an effective competency framework of the food hygiene standards.
* Undertake operational on-call duties as and when required.
What You Bring:
You will be safety-focused, a confident communicator, and self-motivated. You will already be a leader or one in the making. Ideally, you will have a wealth of experience to bring to this role, but attitude is the most important.
* Qualifications: ideally you will hold a degree qualification or will be qualified by experience in a similar role and hold a Level 3 in Food Hygiene.
* Leadership: you will have previous experience in managing a large team with the ability to lead and motivate your team members.
* Employee Relations: you will be competent in relevant HR employee relation procedures such as absence management, performance management, disciplinaries, and grievances.
* Train Operations: knowledge and understanding of relevant rules, regulations, instructions and standards for safe and effective management of passenger train operations.
* Skills: effective contract management and negotiation, ability to develop strong relationships with external suppliers, continuous improvement mindset.
* Knowledge: experience in a train catering or retail management environment.
Grand Central Benefits:
* Contributory Pension Scheme: Arriva Workplace Pension Plan (AWPP) provided by Standard Life.
* Unlimited Free Travel for you and your immediate family on all Grand Central services. In addition, we currently offer concessionary travel on other Arriva Trains UK franchises.
* Employee Assistance Programme provided by Health Assured: free, confidential 24-hour telephone counselling and information services.
Benefits available upon completion of probation period (3-6 months):
* Friends & Family Passes pro-rata allocation of return standard class journeys (terms & conditions apply).
* Company Medical Insurance provided by AXA PPP Healthcare (taxable benefit).
* Company Wellness Package (including dental/optical treatment) provided by WPA (taxable benefit).
* Child Care Vouchers Scheme.
* Cycle to Work Scheme.
* Arriva Village employee rewards and benefits scheme.
Ready to start your next journey?
If you’re passionate about making a difference and supporting our Grand Central Team, we want to hear from you!
Let’s build the future together!
At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success...
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