Who are we?
We provide the Eurostar check in in the stations of Amsterdam and Rotterdam as well as the on-board services on the high-speed trains linking London to Paris, Brussels, Amsterdam, Rotterdam as well as other seasonal destinations such as Disneyland, Marseille, and the French Alps. Our ways of working are focused on reducing our carbon footprints so we can ensure that Eurostar remains a sustainable way of travel. Momentum Services Ltd is a multicultural company with a diverse and friendly workforce which makes our people the wealth of our company. Our base in Amsterdam is growing rapidly with the success of the Eurostar’s London to Amsterdam route. Now is the time for a talented individual to join the dynamic team based in Amsterdam as a Crew Performance Manager within our Customer Service department.
Who are we looking for?
- A dynamic person who is used to working flexible hours (our operation is 7 days a week)
- Able to travel between Amsterdam, Rotterdam, Brussels as well as our offices in other Eurostar Stations.
- Customer orientated with previous experience in customer service.
- Resilient, who can work in a changing operational environment.
- Team leader with management skills to ensure that the level of customer service we provide is excellent.
Key responsibilities
- Be a role model and lead all aspects of performance management within the two Netherlands stations as well as onboard the trains, providing leadership and coaching as well as developing the team of crew.
- Carry out formal performance evaluation on a regular basis with each member of your team.
- Follow up on attendance and disciplinary matters of team members by carrying out investigations and taking actions if required.
- Communicate with the team to ensure that key KPIs are achieved by driving customer satisfaction both onboard and in stations and ensure that all new working methods, service processes are communicated to all crew and that they adhere to.
- Drive, implement and monitor change initiatives by gathering feedback from the teams and continuously seeking ways to improve the customer experience and the operational excellence.
- Hold duty on call role in turn with other managers. You will manage unpredictable events by providing leadership and support to Momentum station and onboard crew as well as various stakeholders during travel disruptions to maintain service and operational excellence.
Skills
- You must be fluent in Dutch and English; French is a plus.
- Previous managerial experience essential with proven record of customer service achievement.
- Your open-minded personality will help in providing leadership to all our on-board and stations staff.
- You can work collaboratively within a team and communicate effectively - Experienced in team performance management, customer service excellence and operational service within the travel industry (train/plane) is very welcome.
- You have strong communications skills and are confident in dealing with everyone in the company’s structure, various stakeholders.
- You must be willing to learn and take responsibility and have a flexible approach.
- Problem solver and autonomous Manager with the ability to communicate at all levels (management, customers, authorities, external stakeholders) with efficiency and pro activity.
- Experience with computers.
Our offer
You can expect a great working environment and superb benefits. You must be willing to work on a flexible roster with early/late shifts and weekends.
- 1 year contract then to permanent depending on performance
- 38 hours contract under the collective agreement Koninklijke Horeca Nederland
- Holiday paid / Vakantie geld
- Meal allowances
- Opportunity to earn an extra 10% of your basic salary per annum performance related pay.
- 13e Maand
- Discounted Eurostar tickets
- Travel allowance
Soort dienstverband: Fulltime, Vaste baan
Salaris: €2.800,00 - €3.000,00 per maand
Aanvullende vergoedingen:
- 13e maand
- Bonusregeling
- Onregelmatigheidstoeslag
- Vakantiegeld
Arbeidsvoorwaarden:
- Kosteloos parkeren
- Personeelskorting
- Reiskostenvergoeding
- Telefoon van de zaak
Flexibele taalvereiste:
- Nederlands niet vereist
Werkschema:
- Avondwerk
- Dagdienst
- Flexibele werkuren
- Ploegendienst
- Weekendbeschikbaarheid
- Werken op feestdagen
Werklocatie: Fysiek