Sleeper Train Manager
Caledonian Sleeper – Edinburgh South
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 have an exciting opportunity available to join our Sleeper Train Manager Team in Central Scotland.
Our Train Managers play a crucial role in the Caledonian Sleeper, which is a vital part of Scotland’s transport network, regularly serving over 250,000 passengers annually. This operation is supported by a workforce of over 250 employees and several key third-party partners, delivering a ‘one-stop shop’ solution for Scottish Rail Holdings and Transport Scotland, enhancing tourism and leisure aspirations. The role demands dedication, energy, and attention to detail to ensure consistent service delivery, reflecting the best of Scotland.
Reporting to the Operations Team Manager, the Train Manager is a safety critical role and key to the delivery of the service as a guest champion ensuring the safety and security of our train, our crews and our guests.
Our Train Managers are responsible for providing an operationally safe and secure environment and act as the primary lead for the management and leadership of the on-board sleeper team. They will be working as part of an effective team to deliver excellent standards of Guest service and where required, develop immediate solutions to problems which arise on the service. Maintaining an open channel of communications with our Duty Operation Management team and Guest service centre to manage any disruptions to our service.
This role forms part of a vibrant Operations Department therefore you must be a team player, with the ability to have a collaborative approach with many stakeholders, whilst able and keen to manage and deliver guest related activities.
You will take full responsibility for the guest experience for those travelling in the seated coach, including seated coach presentation.
As part of your daily role you will compile reports on customer service issues, operational incidents, train running and performance, and defects in respect of each journey.
Other duties will include:
· Maintaining up to date route knowledge on all identified routes and rule book regulations.
· To maintain competence in coupling/uncoupling procedures and train operations.
· Report on board issues to operational control colleagues in a proactive manner to ensure they can be addressed and resolved in a timely manner.
· Approach challenges and disruption in a proactive manner to ensure resolution and minimal impact to guests and team members.
You must endeavour to provide a punctual train service by ensuring right time departures and keeping delays to a minimum, liaising as necessary with Signallers, Control, Traincrew and Platform staff.
You will approach challenges and disruption in a proactive manner to ensure resolution and minimal impact to guests and team members.
Working as part of an effective team to deliver the highest standards of service to our guests. It is essential that you keep updated on all policy and procedure alterations.
As this is a safety critical role you are subject to random drugs and alcohol testing, where a zero tolerance is standard.
What you'll need to do the job:
· Team leadership experience and strong communication skills
· Excellent customer service skills - which can be demonstrated as having been delivered in guest facing environment.
· It is essential that you can retain large volumes of information in relation to train routes.
· You will have the ability to carry out train operational actions including, but not limited to, shunting actions (experience desired, however not essential).
· Problem solving abilities to manage and co-ordinate and communicate real time disruption and service delivery issues with the onboard crews and Duty Operations Managers
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.
APPLICATION PROCESS:
If you are interested in this opportunity, please submit your CV to the following email: