Guest Ambassador
Caledonian Sleeper – Glasgow
Permanent – Full Time – 37.5 Hours
Salary £28,026.14 per annum (plus nightshift allowance)
ABOUT CALEDONIAN SLEEPER
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 delivering 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.
Part of an exclusive club, Caledonian Sleeper is one of only two sleeper trains in the UK, and we like to think it is the most scenic! Whisking guests from the bright lights of London through the night to the iconic cities of Aberdeen, Edinburgh, Inverness, and Glasgow or to the jaw dropping scenery of the west Highlands of Scotland around Fort William. We are proud to serve the UK’s most remote railway station too, Corrour.
Caledonian Sleeper sets new standards in overnight rail travel, offering a choice of affordable seats, private guestrooms, some with en-suites and double beds, as well as our much-loved Club Car to around 200,000 guests per year.
At Caledonian Sleeper, our core values of Togetherness, Respect, Integrity, and Passion underpin everything we do. We believe that fostering a collaborative, respectful and passionate approach is essential to delivering an exceptional guest experience. We are committed to building a diverse and inclusive organisation that reflects the communities we serve.
THE ROLE
We are offering an exciting opportunity for a Guest Ambassador to join our team in Glasgow 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 Team 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.
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.
HOW OUR VALUES SHAPE THIS ROLE:
• Togetherness: Collaborates across multiple teams (Guest Service, Operations) to deliver seamless, proactive support and ensure a cohesive guest journey.
• Respect: Emphasises listening to guests, addressing concerns promptly and handling interactions with fairness and dignity across all channels.
• Integrity: Protecting guest information, maintaining compliance, and performing duties honestly and reliably, including accurate processing and training adherence.
• Passion: Focus on delivering exceptional customer service, proactive disruption updates and enthusiastic engagement across multiple channels demonstrates a genuine commitment to creating memorable guest experiences and driving positive outcomes for guests.
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.
APPLICATION PROCESS:
If you are interested in this opportunity, please submit your CV by Wednesday 15th April 2026
recruitmentandonboarding@caledoniansleeper.scot
Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Caledonian Sleeper Limited we are committed to building a diverse and inclusive organisation that supports the needs of all and matches the diverse profile of our guests. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from all if you feel you match the skill requirements of the role.
Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
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.