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Lounge & Support Coordinator

2 weeks ago

Glasgow, United Kingdom Serco Plc Full time

**Lounge & Support Coordinator**

**City Centre based office, Glasgow**

**Full time 37.5 hours per week**

**£28,840.31 + Benefits**

Caledonian Sleeper Ltd forms a vital part of Scotland’s transport network, regularly moving over 300,000 trips per year with an anticipated increase to 350,000 over 15 years, Caledonian Sleeper will manage and operate all aspects of the network with total revenues of c£800m over its 15-year contract term. The contract will have a workforce of over 100 employees and together with several key 3rd party suppliers, will deliver the core service and specialist projects, providing a unique ‘one stop shop’ solution for Transport Scotland and their business, tourism, and leisure aspirations.

We have an exciting opportunity for a Lounge & Support Coordinator to Join our existing Guest Experience Team at Caledonian Sleeper Limited. This role is a vital part of the Guest Experience Corporate Team, supporting Station Lounges and all Crewing administrative duties.

**Main Accountabilities**:

- Regular lounge visits to support the Lounge Ambassadors with quality of service and standards.
- Supporting the Crewing and Support Manager with delivery of the Lounge Strategy to ensure consistency across all lounges.
- Supporting Lounge Ambassadors with essential lounge cover to ensure all lounges are open.
- Supporting the Guest Experience Director on taking notes in Employee Relations forums.
- Coordination and Auditing of Lounge H&S Log supporting the HSS Compliance Manager.
- Working with Lounge Supervisors on control of lounge ambient stock and laundry process Working with Lounge Supervisors on control of lounge ambient stock and waste management.
- Coordination of laundry items with the lounge teams, Operations Coordinator, and supplier.
- Management of all lounge stock orders.
- Support Catering and Operations Manager with onboard and lounge food and beverage sales reporting and stock analysis.
- Review and update Station Operation Procedures (SOPs) and Local Operation Procedures (SLOPs) annually.
- Supporting the induction and leavers process with coordination Scotrail & ATOC cards for all employees.
- Accountabilities may change as the business evolves, and as such the post holder will be expected to be adaptable.

**What you’ll need to do the role**:

- Experience in ensuring a company vision is brought to life in an operational environment in a robust and consistent manner
- Excellent written skills as well as other communication skills
- Word/Excel / SharePoint / Outlook / PowerPoint competent
- Willingness to travel between Caledonian Sleeper Lounges & Stations and Overnight stays may be required when traveling to stations including London_

**What we offer**:

- 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

We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers.

Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK’s most remote railway station too, Corrour.

Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en-suites and double beds, as well as our much-loved Club Car to around 200,000 guests per year.

Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.