Performance Manager

  • Job Reference: 194921
  • Date Posted: 14 January 2022
  • Employer: Serco Limited
  • Website:
  • Location: United kingdom (DE55), United Kingdom
  • Salary: £43,250
  • Sector: Executive Positions
  • Job Type: Full Time
  • Duration: Permanent

Job Description


Base Location: UK

Band 4/Permanent - Full Time

£43,250 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 role for a Performance and Standards Manager working within our fantastic Guest Experience Service Delivery Team. You will provide leadership and overall performance management and appraisal for our Onboard Performance & Standards Coaches, Team Leaders and Hosts ensuring a highly effective team and one that consistently delivers the service standards required for an exceptional hospitality experience and our commitment to delight our guests.


Reporting directly to the Head of Guest Experience the Performance & Standards Manager will lead by example and support our Zero Harm safety culture whilst supporting the development and content for Annual Recurring Training for their frontline teams. You will lead Onboard team recruitment and onboarding for frontline teams to ensure that the Guest Experience Service Delivery team is fully resourced with talented people who have the necessary strengths and integrity to be able to operate in accordance with the Serco Values.


You will have exceptional standards and work closely with the Catering & Ops Manager to develop and support our frontline teams to share best practice and deliver a fantastic onboard service.


This is a role well suited to someone who is passionate about great service whilst leading and motivating your team to achieve the very best out of them. Although previous onboard train service, travel industry or hospitality experience would be advantageous, more importantly is a passion for high standards of customer service  , attention to detail and a desire to lead and develop a team.


What you'll need to do the role


The role will have a requirement for some nightshift working when working closely with your Performance & Standards Coaches and Onboard Teams.  


You will naturally display outstanding communication and motivational skills .


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


  • Driving your team to exceed KPI targets to deliver
  • Motivating and developing a front-line delivery team to deliver the goals and aspirations of Serco
  • Developing and implementing new standards of service at every stage of the on-board guest journey, ensuring full team engagement and robust, clear process
  • Working closely with the Catering & Ops Manager to support best practice across onboard service delivery and the implementation of new products and service initiatives
  • Supporting Learning & Development (L&D) with onboard coaching and mentoring to ensure service standards are being delivered as per Caledonian sleeper standard and address any non - compliance and performance issues
  • On Call duties to support the overall operation


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   


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. 




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.