Job Description

Base Location: UK

Permanent Full Time or Part Time considered

£35,000 pa + Excellent Corporate Benefits Package

Caledonian Sleeper forms a vital part of Scotland’s transport network, regularly moving over 220,000 passengers per year. Transport Scotland awarded Serco the contract to manage and operate the new and prestigious Caledonian Sleeper franchise in 2014. The franchise, over the 15-year contract period, began on the night of 31st March 2015 and Serco took over the management of all aspects of the Sleeper service including marketing, sales, the on-train hospitality service, vehicle maintenance and the provision of facilities at stations for Sleeper guests.

We have an exciting new role for three Performance and Standards Coach working within our fantastic Guest Experience Service Delivery Team. You will support the Guest Experience Performance and Standards Manager by coaching and performance appraisal of our frontline teams whilst working closely with the Learning and Development department to ensure relevant training is provided where needed.

You will lead by example and know the product inside out, whilst promoting consistent, excellent standards across the on board service delivery. You will ensure mandatory safety skills are compliant and provide support to the overall performance management of Caledonian Sleeper Team Leaders and Hosts. During annual recurring training sessions or additional training opportunities and events you will support Learning and Development key objectives to ensure the business remains compliant as per the Caledonian Franchise agreement.

This is a role well suited to someone who is passionate about motivating and coaching others to achieve the very best out of them. Previous onboard train service, travel industry or hospitality experience is highly advantageous and you must display high standards of customer service, attention to detail alongside a desire to coach and mentor.

A night based role onboard the trains, with some day shifts to support administration tasks and further accountabilities will include:

• Support Annual Recurring training programme (ART) development and delivery and any additional training events through close working with Learning & Development team
• Lead onboard service delivery for commercial events on the train through good relationships with internal Marketing and Comms team
• Support Performance & Standards Manager with people management activities
• On Call duties to support the overall operation

What you’ll need to do the role

You will naturally display outstanding communication and interpersonal skills to engage with a variety of learners and offer mentoring methodologies.

You must be able to work under pressure, use initiative and constantly seek to improve, identify poor performance and share best practice.

Why Serco

Meaningful and vital work - The nature of our business means you will do interesting work that matters delivering essential services that touch people’s lives.

A world of opportunity - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.

Great people - You’ll become an integral member of a well-defined and supportive team. who believe passionately in the value of our work.

What we offer

• Up to 6% contributory pension scheme or opportunity to join Rail final salary pension scheme
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
• Employee Assistance Programme
• A safe and supportive culture
• A company passionate about diversity and inclusion
• Serco Benefits package
• Rail staff travel benefits including complimentary travel on Caledonian Sleeper service

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About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident level 3 employer and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.