The main purpose of the Train Presentation Controller will be to ensure that trains depart from Belgium, Netherland & Germany in a state of cleanliness for passengers, in line with our customer service ambitions defined in the global strategy. The scope of this role includes interior cleaning (including onboard cleanliness services) and exterior cleaning (all types of cleaning at stations and depots).
Your responsabilities
Operational Management of Cleaning Contracts in Belgium, Netherland and Germany:
* Responsible for daily management of the service provider and overseeing all controls (before, during, and after the service) that will contribute to the continuous improvement of service quality, as well as the reporting of operational information.
* Supervise the cleaning plan for Eurostar Cross-Channel and Continental for the concerning perimeter: overseeing cleaning teams, monitoring contracts with the service provider, managing performance,
* Relay Eurostar’s strategy to field agents and various contacts in the perimeter.
* Receipt monthly invoices for the cleaning operations
* Report any comfort issues through the appropriate channels
Control of Onboard Cleaning Service (SPB/COT/COM)
* Responsible for planning and monitoring services from Brussels, Amsterdam and Germany as well as seasonal services, including checks on these services.
Continuous Improvement
* Be proactive and propose to their direct manager ideas for improving the overall cleaning system and follow up on the implementation of actions approved by their manager.
* Assist and support the Cleaning Contract Managers and the Train Presentation Manager to ensure that contract requirements are effectively met.
* Collaborate with Train Presentation Controllers UK and FR and ensure that high cleaning standards are maintained across EIL and THIF sites. Non-compliance with standards must be reflected and addressed through appropriate channels and tools.
* Liaise with Train Presentation teams UK and France on the continuous improvement of processes and methodologies.
Cleaning Operations
* Acting as the direct contact for the contractor, providing all necessary documents and information for smooth operations (train diagrams, transport plans, cleaning methodology documents, variations in case of disruptions, priorities)
* Participating in the preparation, administrative, and budgetary follow-up of the contracts
* Responsible for performance monitoring and contractor performance management through monthly satisfaction indicators impacting contractor remuneration
* Overseeing the execution and progress of cleaning operations at stations and depots
* Proposing improvements in cleaning operations and incident management (process simplification, work method improvement, liaison with on-site teams)
* Supervising and improving the visual appearance of train exteriors, coordinating with depots on topics such as carriage washing machines or manual train cleaning
* Operational monitoring of controls and cleaning service performance
* Implementation of the control plan (frequencies / planning / auditor training, etc.)
Safety and compliance
* Drafting prevention plans and liaising with Corporate Safety and contractors’ HSQE teams for their approval
* Conducting process checks to measure service compliance against agreed key performance indicators (KPIs) for quality, safety, and environment
* Thoroughly understanding train cleaning manuals, cleaning specifications, and audit methodology
* Ensuring all quantitative and contractual audit procedures and requirements are met
* Providing analysis and improvement recommendations and ensuring necessary follow-up
* Compiling periodic quantitative and qualitative management reports on compliance performance
Relationships with SNCB, NS and DB
* Acting as the key point of contact for SNCB, NS, DB and its contractor in managing the cleaning contract
* Facilitating the implementation or evolution of cleaning operations
Requirements
* De formation BAC +5 ou équivalent
* Spécialisé dans la technologie
o Leadership :
+ Capacité à prendre des décisions et flexibilité dans le rôle
+ Fournir des directives claires aux prestataires en adéquation avec la stratégie définie
+ Prendre des initiatives et prendre des décisions de manière autonome
o Influence :
+ Travailler en étroite collaboration avec divers départements et contacts (internes et externes)
+ Communiquer régulièrement sur les résultats et l'avancement des projets
o Réactivité :
+ S'adapter aux changements de décision ou de contexte
+ S'adapter à différents interlocuteurs
Benefits
Eurostar est un employeur garantissant l'égalité des chances et encourage les candidatures de candidats qualifiés et éligibles, indépendamment du sexe, de la race, du handicap, de l'âge, de l'orientation sexuelle, de la religion ou de la croyance, de l'état matrimonial ou de la grossesse.