Onboard Manager
Contract: Permenanent
Location: Wolverhampton Train Station and also on trains
Salary: £43,680
Hours: 35 Hours weekend coverage required on rotation.
Purpose of the role:
- Lead a team of on-board staff to deliver our customer proposition and exceed customer expectations. Your team could compromise of any mix of Train Managers and Caterers.
- Work with key stakeholders both internally and externally to innovate and differentiate our service offerings.
- Drive key performance metrics, continuously improving and enhancing Avanti West Cost's competitive value.
Key Accountabilities
- Working closely with other On-Board Managers you will manage a depot of front-line staff. This shall entail all aspects of line management with Key Performance Metrics including but not limited to:
- attendance
- revenue protection
- customer satisfaction
- competency management
- In collaboration with the safety team you will develop opportunities to enhance the safety culture within the depot. You will be accountable for ensuring that the frontline staff are trained and competent to carry out their role.
- You are accountable for the talent management of the frontline staff in the depot. This entails working with key stakeholders such the Human Resources and Finance departments to retain, recruit and manage turnover of staff.
- Building strong relationships through engagement with your frontline staff is essential to the role. Engagement will be achieved through being present and available to your staff.
- You will work with industry stakeholders both internally and externally to develop reports on key performance indicators.
- You will work with the performance team to drive a culture of performance forward and continuously improve Avanti West Coast's train performance.
- You may be required to assist on projects within the business. This shall be arranged and agreed in collaboration with your Customer Experience Manager.
- You will work with Local Union Representatives to ensure a collaborative and open relationship is established which seeks to tackle issues within the depot.
- You will be required to carry out investigations as well as formal hearings. These shall be issued by the Human Resources team who will support in delivery.
- As an On-Board Manager, you will be required to fulfil on-call duties supporting frontline colleagues, peers and the business to manage incidents and provide welfare.
- On Board Managers will be required to gain competence in station duties including dispatch and/or train manager qualifications to support operational resilience during times of business disruption.
Person Specification
Knowledge
- The ideal candidate will have an in-depth knowledge of the railway industry.
- Must be proficient in the use of Word, Excel, PowerPoint and Outlook.
- Good knowledge of I.T Software Inc: Word / EXCEL / PowerPoint / Outlook, Training can be provided to the right candidate.
Skills
- Self-motivated with strong interpersonal skills and effective people management skills.
- Strong interpersonal skills that enable you to interact with people at all levels of the business in a professional manner.
- The ability to manage people is an essential requirement.
Experience
- Experience of leading and managing performance through people preferably within a customer service environment.
- Experience of managing costs, influencing sales.
If you feel this position would be of interest, APPLY NOW using your most up to date CV. If you do not hear back within 5 working days, please assume that unfortunately on this occasion your application has been unsuccessful
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