Sleeper Team Manager (North)

Caledonian Sleeper Team Manager – North

Base – Glasgow, with regular travel throughout the UK on rail network.

Salary £37,000 - £40,631

Key Purpose

The focus of this role is the line management of our on board teams, ensuring they consistently deliver the service standards required for an exceptional hospitality experience, whilst driving a culture of continuous improvement through every member of your team. 

As a guest champion the Sleeper Team Manager will be a key player in the delivery of the All Aboard Excellence Programme. 

Key Accountabilities

• Accountable for the line management of a large team (circa 45) of Hosts and Team Leaders. Line management responsibilities include, but are not limited to, performance and HR management. Line management of the on-board team will require working alongside the Hosts and Team Leaders during overnight operations.  This will be balanced with requirements for daytime presence on a weekly basis.
• Play a key role in the implementation of a robust strategy and transformation programme and subsequent annual plans, taking the obligations and commitments from the bid, for the Contract to meet the contractual requirements and guest satisfaction targets and be accountable for its delivery.
• To support the creation of a new service offering, establishing and embedding robust business systems, processes and controls within the business as well as maintaining effective business governance to support growth and develop the product offering.
• To be a main driver in the culture change programme, in conjunction with our hospitality partner, implementing front line behavioural change in a highly unionised workforce with a traditional transport mind-set into a true hospitality service.
• To motivate and develop a front line delivery team to deliver the goals and aspirations of Serco.  Key reports are the on-board Hosts and Team Leaders.
• Accountable for ensuring all on-board crew are sufficiently assessed to comply with relevant safety and service standards.
• Responsible for the day to day management of all Guest Experience operations.
• To ensure that a best practice framework is in place for the delivery of the all the Contract using processes, procedures and systems which are aligned to those in place across Serco as appropriate and contribute towards the improvement and innovation within the business.

  Essential Knowledge and Skills

• Extensive hospitality experience, with additional business or specialist qualifications with a background in customer service in public transport or hotel services.
• Skilled in transformational leadership with strong track record of delivering change in complex and demanding environments.
• Experience of developing customer experience oriented strategies in transport or similar industries;
• Highly impactful, articulate, strong relationship builder with the ability to influence at all levels and with evidence of building and maintaining strong relationships with internal and external customers and key business stakeholders.
• Experience of running projects, with a strong awareness of effective programme management techniques.
• Knowledge across all business functions (I.e. finance, business development, HR and communications)
• Service orientated, can-do approach; with an ability to drive excellent standards of customer satisfaction
• Experience of leading teams to achieve the required standards of health, safety and quality assurance in a highly regulated and safety critical environment;
• Experience of managing and delivering service through third parties;

Personal capabilities

• Articulate, strong relationship builder with the ability to influence at all levels
• Strongly values led individual with excellent judgement and decision making skills
• Self-aware yet highly resilient individual capable of challenging and being challenged.

In Addition

This is not a 9 – 5 role and the candidate should be able to demonstrate experience of / willingness to, work un-sociable hours and overnight.

This role will also involve staying away from home on a regular basis.

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is committed to equal opportunities and requests any potential applicant to contact the Serco Recruitment Team on 0345 010 4000 (select option 1) as soon as possible if an applicant has any additional queries, requirements or will need additional time in submitting an application should the closing date of the advertisement be brought forward.