the lady I was talking to was very aloof, like an old headmaster
They are an equal opportunities employer!
No they are not Civil Servants!
The real problem is that all the cut backs of the last few years has left them devoid of competent management.
You could always right to the Chairperson (Dame Edna) and ask why they have failed to meet their declared targets. She's a food expert so you'll probably have to wait till she's finished her lunch!