For over 25 years, we have been taking care of Eurostar travellers on board, in lounges and at stations. Now spread across 4 countries, we are bringing a local feel to an international industry.

Small but perfectly formed, we’re here to fuel our teams’ passion for hospitality giving them the means to welcome and look after our customers.

This is an exciting, varied role leading a busy team managing Operations for the Momentum London base. You will ensure that the base runs in line with company goals and targets and build a great relationship with union representatives. An understanding of HR matters and staff planning are important, as well as close teamwork with colleagues in our other bases and a commitment to providing the best service possible to Eurostar passengers.
With more than 400 staff working on board trains and in the Premier Lounge, as well as office-based staff, this leadership role is key in ensuring that Momentum continues its 25 year tradition of providing a high quality resource for our client, Eurostar.

Key areas of Responsibility:

• Implementation and monitoring of all procedures. Ensure the base is legally compliant at all times and liaise with other departments to ensure smooth operational running.
• Maintain good communication with all London base team members, through strong personal presence, webinars and written updates as appropriate.
• Ensure Momentum’s client relationship with Eurostar is maintained and any issues are resolved quickly and efficiently.
• Run regular meetings with our recognised trade unions, consulting and informing them appropriately with the support of the HR Manager, agreeing on new HR, service and operational policies.
• During any disruptions to Operations, take a leading role managing the base, actions to mitigate the impact, communicating relating the Disruption to On Board Services and Lounges managers and staff (or ensure a Duty Manager is responsible in case of unavailability).
• Work with the Health and Safety Officer and our union Health and Safety representatives to ensure the wellbeing of all colleagues.
• Work with the Business Technology team to make sure the base has the best digital tools to run efficiently, and support them with implementation of new tools where required
• Oversee London facilities, ensuring any maintenance or cleaning issues are followed up appropriately

Financial aspects of the job:

• Manage the London Operations budget, ensuring the business is run effectively but within the expected budget set and meeting the organisational KPIs
• Ensuring the base has sufficient staffing levels for on board and Lounge roles with the support of the People Planning Manager
• Make best use of our limited office space, thinking creatively where necessary to meet business needs.

• You are a self-motivated person who can work well under pressure. This is a challenging role, so you will be ready to react quickly to disruption and adapt your working style as needed
• Fluent in written and oral English - fluency in French or Dutch is desirable
• Experience negotiating with Trade union partners and ready for challenging conversations
• Comfortable with Outlook, Excel and Word as well as use of Teams and similar systems. Familiarity with rostering systems is desirable.
• Business awareness and great problem-solving skills – a proven Manager with leadership skills and a commitment to confidentiality when needed
• Full current passport with ability to travel throughout the EU

This is a full-time role working 35 hours per week across Monday to Friday, based in our offices with occasional days working from home. Our operation runs from 5am to midnight every day of the week and may need leadership during challenging periods outside of normal working hours. It will also be necessary to work some weekends as Duty Manager and On Call and there will also be travel to our other bases with early morning starts, sometimes finishing quite late or staying overnight.

In addition to a competitive salary, we provide a meal allowance, discounted Eurostar tickets, the opportunity to earn an extra 10% of your basic salary per annum with our Performance Related Pay scheme, contributory pension scheme, and discounts in selected shops within St Pancras station.

Send your application in English to liz.ismail@momentumltd.eu or use the application buttons at the bottom of this page.