Guest Ambassador
Caledonian Sleeper – Glasgow or Inverness
Permanent – Full Time – 37.5 Hours
Band 7
Salary £27000.14 per annum (plus nightshift allowance in Glasgow)
Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (except Saturdays), serving major cities and rural destinations.
Established in the late 19th century, Caledonian Sleeper has a long-standing reputation for comfort, hospitality and providing a unique travel experience across the UK’s scenic routes. The service operates primarily overnight, allowing passengers to sleep comfortably on specially designed sleeper trains, arriving refreshed at their destination.
As a service operated on behalf of the Scottish Government, it is part of the UK’s public sector efforts to promote sustainable and convenient travel.
Caledonian Sleeper combines historic charm with modern comfort, offering a distinctive, overnight travel experience that connects Scotland’s vibrant cities with the heart of London, all while emphasising exceptional customer service and hospitality.
We are offering an exciting opportunity for a Guest Ambassador to join our team in Glasgow or Inverness on a permanent basis.
The primary aim of this role is to deliver exceptional customer service to our prospective and existing guests throughout their entire journey with Caledonian Sleeper. Reporting to the Guest Service Centre Manager, our Guest Ambassadors manage all forms of communication before, during, and after travel — utilising digital contact methods to support guests at every touchpoint.
KEY RESPONSIBILITIES:
Customer Service & Engagement:
- Provide outstanding service across multiple contact channels including Social Media, Webchat, Telephone, SMS and Email, ensuring alignment with our brand standards and tone of voice.
Sales & Revenue:
- Convert sales inquiries into reservations, maximising opportunities to increase revenue.
Guest Complaint Resolution:
- Address and resolve guest complaints and negative feedback promptly, aiming to recover guest satisfaction. Ensure all compensation is processed in line with company policies.
Disruption Management:
- Proactively communicate with guests during planned or unplanned disruptions, offering timely updates and support.
Social Media & Content Support:
- Assist with social media management, including handling large projects, events and customer interactions. Contribute ideas for new social media content.
Claims Processing:
- Handle delay repay claims efficiently, ensuring guests affected by disruptions are appropriately compensated within the required timeframes.
Accessibility & Support:
- Support guests requiring additional assistance, with a focus on ensuring compliance with industry and company standards for guests with disabilities.
Security & Confidentiality:
- Follow all security protocols to protect guest information.
Knowledge & Continuous Improvement:
- Learn and maintain extensive knowledge of our products and services to provide accurate information. Share feedback regularly with your manager to help improve procedures and guest experience.
Issue Escalation & Collaboration:
- Work with Team Leaders to escalate complex guest issues and seek additional support when necessary.
Business Objectives & Technology:
- Contribute to achieving annual goals outlined in the My Catch-Up plan, maximising revenue and delivering high-quality guest contact. Embrace and utilise available technology to support service delivery.
Uniform & Professionalism:
- Wear and maintain the Caledonian Sleeper uniform in line with Service Guidelines. Attend all scheduled briefings and training sessions.
Compliance & Development:
- Complete mandatory training on time and support the wider operation as needed.
Note: This list of responsibilities is not exhaustive and may evolve over time. This role may involve supporting additional tasks as required to ensure smooth operation and excellent guest experience. CSL Business
ESSENTIAL SKILLS, KNOWLEDGE & QUALIFICATIONS:
- Proven experience in delivering customer service aligned with company vision in a professional and consistent manner.
- Excellent communication and interpersonal skills.
- Demonstrated ability to engage effectively across multiple digital contact methods.
- Knowledge of customer service best practices, with a proactive approach to resolving guest issues.
- Proficiency in Microsoft Office 365; experience with social media management tools and Customer Relationship Management (CRM) systems is advantageous.
- Additional language skills are a plus.
- Ability to remain calm, resilient and professional during high-pressure situations and times of disruption.
ADDITIONAL ROLE FEATURES:
- Position Type: Permanent, 37.5 hours per week, operating on a 4-week lunar shift pattern.
- Shift Pattern: Supports 24-hour service, including overnight hours, to ensure guest support at all times.
WHAT WE OFFER:
- 25 days of annual leave plus Bank Holidays.
- Free travel on Scotrail for you and eligible family members.
- Free travel on Caledonian Sleeper for you and eligible family members.
- Significant discounts on other UK rail travel for you and your family.
- "Friends and Family" travel tickets on Caledonian Sleeper.
- Healthcare cash plan.
- HAPI Benefits membership — discounts at selected retailers, hospitality venues, gyms, and more.
- Contributory pension scheme.
- Extensive training and development opportunities.
At Caledonian Sleeper, our mission is to connect people and places through a hassle-free, convenient travel experience — and that starts with you. Guided by our core values of Integrity, Passion, Togetherness and Respect, we are committed to fostering an inclusive environment where every guest feels valued and every colleague is supported. CSL Business
If you’re ready to bring your enthusiasm, empathy and dedication to a night-time operation that truly makes a difference, we’d love to hear from you. Join us and be part of a team that’s passionate about delivering delightful journeys, every time.
APPLICATION PROCESS:
If you are interested in this opportunity, please submit your CV to the following email:
recruitmentandonboarding@caledoniansleeper.scot