Performance & Standards Coach - Euston

Performance & Standards Coach Caledonian Sleeper - London Euston Permanent, Full Time, Monday - Friday (37.5 hours) Band 5 Caledonian Sleeper have an exciting opportunity for an enthusiastic and motivated Performance & Standards Coach to join the Caledonian Sleeper (CSL) Guest Experience Team in Euston. The primary objective of this role is to provide onboard coaching and drive for excellent standards across both service delivery and mandatory safety skills to support the overall performance management of Caledonian Sleeper Team Leaders and Hosts. This ensures a motivated, skilled, and highly effective workforce through which the business goals are achieved and an opportunity to enhance skills which will drive organisational performance. In addition, during annual recurring training sessions or additional training opportunities and events the Onboard Performance Coach will support Learning and Development key objectives to ensure the business remains compliant as per the Caledonian
Franchise agreement.

As the Onboard Performance and Standards Coach you will fully support the Guest Experience Performance and Standards Manager by identifying performance gaps and coaching needs across the teams whilst working closely with the Learning and Development department to ensure relevant training is provided. They will ensure full support for the Performance and Standards Manager with the day-to-day management for the Onboard teams across all People management functions.

You will also identify personal development opportunities for the onboard team and work proactively with the Performance and Standards Manager to promote through the business.

Main responsibilities of the role include:

- Provide onboard coaching and support for the service delivery and mandatory training skills of the Onboard Team Leaders and Hosts.
- As an Ambassador of Guest Experience, they will work closely with the frontline teams identifying gaps in performance and service skills to support future learning and best practice
- The Onboard Performance and Standards Coach will drive highly effective standards across the teams by supporting the Performance and Standards Manager with day to day performance management for all People management functions.
- Support the Performance and Standards Manager to meet KPI targets for their region as below:

- Safety
- Zero Harm culture with scheduled Leadership tours and
- General Inspections
- Serco Essentials and SCS Learning mandatory and additional training requirements
- Absence Compliance - ensuring full and timely support for out onboard teams.
- Onboard spend per guest - to maximise onboard revenue opportunities for region
- On Time Performance - Meet boarding and scheduled departure times through effective and efficient boarding processes
- Voice of the Guest - Overall guest satisfaction targets , complaints v compliments, acting where necessary to meet business strategy - To
- Delight our Guests
- Viewpoint - Staff engagement across frontline team

- The Onboard Performance and Standards Coach will work closely with the Catering & Operations Manager to ensure high standards which will support the onboard service delivery for the onboard food & beverage service.
- 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 and Standards Manager with onboard team recruitment and onboarding of new starters
- Support and coach new starters, monitor and review their progress within probationary periods and provide additional support where and when necessary.
- Carry out Host appraisals and Onboard service delivery appraisals to ensure effective performance management.
- Assist with management / leadership development across the organisation.
- Seek opportunities to identify best practice across the service delivery, recognising individuals and ideas by promoting internally.
- Ensuring Health and Safety statutory and Serco mandated requirements are met across the Caledonian Sleeper organisation.
- Other coaching activities as necessary to develop self and Our People., Flexibility to travel across all Caledonian Sleeper bases to carry out coaching as required will be a necessity, carrying out duties noted above as and when required. Day let accommodation is included when working overnight away from home base.
- Average weekly hours are 37.5 with flexibility required to support the operation and coaching requirements
- This is a nightshift role working onboard our train, you will cover various services based on following a 4-week rolling roster completing all service-related administration tasks, audits and people management documents will be completed by the end of each shift.
- This is an exciting role however one which requires full flexibility. To support team working patterns and operational needs.

Displaying strong motivational, excellent customer service, guest experience and organisational skills.
- Recognised training qualification at level 3 or equivalent would be advantageous.
- Demonstrates and always expects exceptional high standards across guest experience, seen as Ambassador of service delivery
- Previous onboard train service, travel industry or hospitality experience would be an advantage.
- IT skills, PowerPoint, Excel, and Word.
- Excellent communication, coaching, presentation, and facilitation skills.
- Good knowledge and demonstration of coaching; mentoring methodologies.
- Able to work under pressure, use initiative and constantly seek to improve, identify poor performance and share best practice.
- To be able to monitor own progress towards business and individual SMART objectives.
- Operational working knowledge and experience of the Caledonian Sleeper operation would be an advantage.
- Able to demonstrate outstanding communication and interpersonal skills with the capability to engage a variety of learners., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Competitive salary
- 25 days annual leave
- Free Scotland wide rail travel with ScotRail for the employee and eligible family members
- Allocation of complimentary tickets each year for Caledonian Sleeper travel
- Contributory pension scheme