ABOUT CALEDONIAN SLEEPER
Caledonian Sleeper is an iconic overnight rail journey connecting Scotland with London, operating nightly (excluding Saturdays) and serving major cities and rural destinations. With a heritage dating back to the late 19th century, we are renowned for comfort, hospitality and a unique travel experience across the UK’s scenic routes.
As a service operated on behalf of the Scottish Government, Caledonian Sleeper contributes to sustainable, convenient travel as part of the UK public sector.
Our core values are Togetherness, Respect, Integrity and Passion, underpinning everything we do. We are committed to a diverse and inclusive organisation that reflects the communities we serve and fosters a collaborative, respectful and passionate approach to guest experience.
THE ROLE
We have an opportunity to join our Guest Experience team as a Performance & Standards Coach and play a pivotal role in elevating service delivery across Caledonian Sleeper. This is an excellent opportunity to develop your coaching and leadership skills on a face-to-face basis, mentoring colleagues across trains and lounges, while driving safety, standards and guest satisfaction. If you are looking to advance within CSL and make a measurable impact on how we delight our guests, this role offers a hands-on, collaborative path to do just that.
Based in Central Belt, the successful candidate must be open to travel between all CSL UK bases.
· This is a full time on-train and lounge-facing role, focused on mentoring and coaching face-to-face.
· You will support the Performance and Standards Managers to drive excellent standards across Guest Experience service delivery.
· You will gain the required knowledge of mandatory safety skills to support the delivery of training and assessments of all colleagues.
· The role champions and supports positive behaviours and actions of our colleagues in the service delivery function and complements the annual recurring training sessions and training opportunities CSL offer.
· The coach will support Learning and Development key objectives to ensure the function remains compliant as per the Grant Agreement.
· A hands-on delivery role through weekly rostered shift patterns, supporting the service delivery teams to be the best they can be.
· You will identify personal development opportunities for colleagues and work proactively with the Performance and Standards Manager to promote these opportunities through the business.
RESPONSIBILITIES:
People Development and Coaching
· Provide face-to-face coaching and support for the frontline service delivery team.
· Coach and mentor teams to drive high standards in line with service guidelines.
· Identify performance gaps and skills gaps, reporting back to the P&S Managers to enable future learning and best practice.
· Support and coach new starters, monitor and review their progress within probationary periods, and provide additional support where necessary.
· Carry out host appraisals and annual objective reviews to ensure effective performance management via the MyCatchup format.
· Support Annual Recurring Training (ART) and contribute to onboarding and passing out of new starters.
· Assist with monitoring and assessing safety practices onboard to maintain a zero-harm culture, identifying any additional training requirements via your line manager.
· Adhere to safety requirements, monitoring and updating monthly reports on completion of Fire & Rules.
· Voice of the Guest—work with the onboard crew to deliver overall guest satisfaction targets, handling complaints and compliments to meet business strategy and delight our guests.
Performance Standards and Compliance
· Assess mandatory training skills of team leaders and hosts to maintain recency.
· Drive standards through coaching and mentoring in accordance with service guidelines.
· Ensure Health and Safety statutory requirements are met across the Caledonian Sleeper organisation.
· Support and collaborate with Government/Partner requirements as appropriate to compliance and standards.
Operations, Collaboration and Stakeholder Engagement
· Act as an ambassador of Guest Experience; work closely with frontline teams to identify gaps in performance and skills, reporting back to P&S Managers.
· Work closely with the Catering & Operations Manager to ensure high standards are maintained, supporting menu changes and daily onboard catering services.
· Support and collaborate with the GE Head of Service Delivery, Line Managers, and other departments by acting as a notetaker for business and Employee Relations meetings.
· Support recruitment, onboarding, and passing out of new starters for onboard teams.
· Day-to-day collaboration with colleagues across CSL bases to ensure standards in Lounges and Stations and face-to-face engagement with teams.
· Willingness to travel for overnight stays away from the home base and weekly travel across the network for oversight responsibilities.
· The role requires working across both day and night shifts, including weekends and evenings.
Safety, Quality, and Reporting
· Maintain a zero-harm culture by identifying training needs and ensuring appropriate safety training is delivered.
· Monitor safety practices onboard and identify any additional training requirements.
· Update and report on safety and Fire & Rules compliance on a monthly basis.
· Complete bi-annual Safety and Security Inspections in line with the annual HSSQE Planner.
Delivery Style and Environment
· A hands-on delivery role with weekly rostered shift patterns to support the service delivery teams.
· Based on shift patterns set out in a rolling 4-weekly roster to support team working patterns and operational needs.
· Daytime accommodation is provided when working.
· Flexibility to travel to all CSL bases to ensure standards are maintained and to engage in face-to-face coaching.
PREFERRED QUALIFICATIONS:
· Ideally, previous onboard train/airline service, travel industry, or hospitality experience.
· Operational knowledge and experience of CSL operations would be advantageous.
· Recognised training qualification at level 3 or equivalent would be advantageous.
ADDITIONAL / SPECIAL FEATURES OF THIS ROLE:
· Caledonian Sleeper is an overnight service, and this position will require working both dayshifts and nightshifts. Weekend and evening work will also be necessary.
· Willingness to travel for overnight stays away from the home base and regular travel across the network for oversight responsibilities.
· Flexibility to travel to all CSL bases to ensure standards in Lounges and Stations and engage face-to-face with teams.
· Daytime accommodation is provided when working.
· Collaboration with your fellow team members planning to ensure adequate coaching and front-line exposure over each period for span of control.
· Based on shift patterns set out in a rolling 4 weekly roster to support team working patterns and operational needs.
OUR VALUES: TOGETHERNESS, RESPECT, INTEGRITY AND PASSION
The requirements of this role align with our core values in the following ways:
· Togetherness: Fosters cross-base collaboration and face-to-face coaching across trains and lounges to unify service standards and strengthen team unity.
· Respect: Champions positive behaviours and personal development, ensuring staff are treated with dignity and their growth needs are supported.
· Integrity: Ensures compliance and safety training are delivered with accountability, upholding high standards of conduct and reliable service.
· Passion: Drives measurable improvements in guest satisfaction through enthusiastic, hands-on mentoring and a clear commitment to delivering exceptional experiences.
WHY CALEDONIAN SLEEPER?
· Be part of an iconic brand with a rich heritage and a forward-looking future.
· Collaborate across a diverse network of partners, depots and onboard teams in a values-led, inclusive culture.
· Play a pivotal role in delivering a premium guest experience every night across Scotland and beyond.
· Access a hybrid work environment with opportunities to influence at depot level and shape standards across the network.
· Competitive salary and benefits package.
· Join a team that prioritises Togetherness, Respect, Integrity and Passion in everyday action from onsite governance to customer facing moments.
WHAT WE OFFER
· 25 days annual leave (plus public holidays)
· Free travel on Scotrail for you and eligible family members
· Free travel on Caledonian Sleeper for you and eligible family members
· Significant discount on other UK rail travel for you and eligible family members
· Allocation of “friends and family” tickets for travel on Caledonian Sleeper
· Healthcare cash plan
· HAPI Benefits membership offering discounts at selected retailers, hospitality venues and gyms etc.
· Contributory pension scheme
HOW TO APPLY
If you are interested in this opportunity, please click apply.
Caledonian Sleeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where all colleagues are respected, valued, and able to thrive. We welcome applicants from all backgrounds, including different ages, ethnicities, genders, sexual orientations, neurodiversity, abilities and faiths. If you require any reasonable adjustments during the recruitment process, please let us know. We look forward to receiving your application.
Closing date for applications will be Wednesday 4th February 2026. 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.