Service Manager- Wolverhampton-Talent Pool- INTERNAL STAFF ONLY

Job Description

**This role is only open to candidates who are current [Employer hidden — sign up to reveal] Employees. Any applications made by external candidates for internal only roles will not be considered and will be withdrawn from the process.**

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

At [Employer hidden — sign up to reveal] it is our mission to be the transport of choice, connecting our customers and communities across the West Coast.

Are you PASSIONATE about delivering excellent customer service with INTEGRITY? Do you have an AMBITIOUS drive to make a genuine difference to others?

We are COMMITTED to 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 a 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 your AUTHENTIC self to make our customers experience memorable as they travel onboard. We want to be YOU!

Key Responsibilities

• 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 Assistant Service Managers, 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 responsibility for the service delivery standards
• Positive and proactive influence

Benefits

• Final salary pension
• Free travel on [Employer hidden — sign up to reveal] for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operator

About [Employer hidden — sign up to reveal]

At [Employer hidden — sign up to reveal], we value the differences that make each of us outstanding! [Employer hidden — sign up to reveal] 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 [Employer hidden — sign up to reveal] becomes part of our close knit team. We're committed to ensuring that [Employer hidden — sign up to reveal] 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 [Employer hidden — sign up to reveal] Values: Passionate, Committed, Integrity, Ambitious, Authentic.