Assistant Service Manager- 12 month secondment -Manchester-Internal candidates only

Avanti West Coast; Manchester; Presencial; GBP 24.000 - 36.000; Jornada completa

Descripción de la vacante

Avanti West Coast's Onboard team in Manchester is seeking enthusiastic individuals to join as Assistant Service Manager, leading the On Board Catering Team and ensuring top-notch service in First Class while managing trolley operations in Standard Class.

You will engage passengers with warm welcomes, deliver engaging public announcements, coach a diverse on-board team, and collaborate with the Train Manager to resolve issues and maintain safety and comfort.

Formación

• Excellent customer service skills.
• Thorough understanding of the service proposition and life on board.
• Ability to coach, mentor and lead onboard team.
• Strong communication skills.
• Able to solve problems and take responsibility for service delivery standards.
• Positive and proactive influence.

Responsabilidades

• Customer Service Excellence: Leading by example, provide outstanding service to First Class passengers and ensure a seamless trolley service in Standard Class.
• Team Leadership: Managing and coaching a dedicated team, including Customer Service Assistants, and Chefs.
• Sales Maximization: Using proactive selling skills to boost sales of food, drinks, and retail products on board.
• Operational Management: Overseeing stock ordering, rotation, waste control, and accounting to ensure smooth operations.
• Customer Engagement: Deliver engaging public address announcements and provide a warm, train-side welcome to all passengers, including those needing additional assistance.
• Problem Solving: Collaborate with the Train Manager to resolve customer issues and ensure a safe, comfortable journey.

Conocimientos

Customer service

Onboard service

Coaching & leadership

Communication skills

Problem solving

Proactive influence

Descripción del empleo

*This role is only open to candidates who are current Avanti West Coast Employees. Any applications made by external candidates for internal only roles will not be considered and will be withdrawn from the process.**

Please note candidates may be placed into a Talent Bank for this role.

Our Onboard team at Manchester are looking for enthusiastic individuals to join our team of Assistant Service Managers!

At Avanti West Coast it is our mission to be the transport of choice, connecting our customers and communities across the West Coast.

Are youPASSIONATEabout delivering excellent customer service withINTEGRITY? Do you have anAMBITIOUSdrive to make a genuine difference to others?

We areCOMMITTEDto delivering a service that sets new standards for Customer experience and operational excellence across the communities we serve. Every day on the railway brings something new. With over 500,000 customers traveling on our network each week, As an Assistant Service Manager, you'll be at the heart of our customer experience. You'll lead and inspire our On Board Catering Team, delivering top-notch service in First Class and managing trolley operations in Standard Class. Your proactive approach and passion for excellence will help us exceed our customers' expectations every day.

In this role, we want you to bring yourAUTHENTICself to make our customers experience memorable as they travel onboard.We want to be YOU!

Your Key responsibilities as an Assistant Service Manager will include:

• Customer Service Excellence:Leading by example, providing outstanding service to First Class passengers and ensuring a seamless trolley service in Standard Class.
• Team Leadership:Managing and coaching a dedicated team, including Customer Service Assistants, and Chefs.
• Sales Maximization:Using your proactive selling skills to boost sales of food, drinks, and retail products on board.
• Operational Management:Overseeing stock ordering, rotation, waste control, and accounting to ensure smooth operations.
• Customer Engagement:Deliver engaging public address announcements and providing a warm, train-side welcome to all passengers, with special attention to those requiring additional assistance.
• Problem Solving:Collaborate with the Train Manager to resolve customer issues and ensure a safe, comfortable journey for everyone.

What we are looking for:

• Excellent customer service skills
• Thorough understanding of the service proposition and life on board
• Ability to coach, mentor and lead your onboard team
• Strong communication skills
• Able to solve problems and take responsibilityfor the service delivery standards
• Positive and proactive influence

Please see therole profilefor further information here

At Avanti West Coast, we value the differences that make each of us outstanding! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.

Everyone who joins Avanti West Coast becomes part of our close knit team. We're committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in. A place where differences are encouraged, recognised, accepted and put to good use!

Our Avanti West Coast Values

Passionate-We foster a culture where everyone is driven by our mission and are dedicated to achieving it together.

Committed- We are committed to safety, reliability and delivering the very best for our customers, our colleagues, stakeholders and the industry.

Integrity- We believe in taking responsibility for our reactions and decisions to ensure we do the right thing even when it is difficult to do and hold others accountable for doing the same.

Ambitious- We strive to be the best and are curious to new ways of working within our business and the wider industry.

Authentic- We are genuine, caring and grounded individuals that operate and communicate with openness, trust and clarity.

We reserve the right to withdraw this advert at any time due to high volumes of applications