Sleeper Train Manager Caledonian Sleeper – Central Scotland Permanent / Full Time, 35 hours (Rostered shift pattern - includes night shifts) £40,518.06pa Excellent Corporate Benefits Package Caledonian Sleeper have a fantastic vacancy for a Train Manager to join the team in Scotland. As the Train Manager, you will be a member of the Caledonian Sleeper Operations Team, supporting operational business and ensuring its smooth and successful delivery. You will be responsible for ensuring that the day-to-day operations support the safe, continual and efficient provision and operation of the Caledonian Sleeper. Also 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. You will be work as part of an effective team to deliver excellent standard of Guest service and where required, develop immediate solutions to problems encountered by guests. This role will be a member of a vibrant Operations Department therefore they must be a team player, with the ability to have a collaborative approach with many stakeholders, whilst able and keen to manage and delivery guest related activities. It’s recommended for candidates to be within 40 minutes of one of the stations to minimise additional travel before and after shift work. Other duties will include: 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. Responsible for ensuring that the necessary safety and security arrangements are in place and are maintained throughout the service along with guests being aware of all safety and security arrangements. Working as part of an effective team to deliver excellent standard of Guest service and where required, (i.e. disruption) develop immediate solutions in a proactive manner to ensure resolution and minimal impact to guests and team members. Ensure the presentation of the train is to the highest standards Working with our Infrastructure and Traction partners to provide a punctual train service by ensuring right time boarding and departures, and keeping any unavoidable delays to a minimum. Liaise as necessary with Signallers, Sleeper Control, Traincrew and Platform staff as well as liaison with operational control to report any service or guest issues. Take proactive action to resolve any defects found where trained and competent to do so and report through the defect reporting system. Provide detailed reports on guest experience issues, operational incidents, train running and performance, and defects/maintenance issues in respect of each journey to Sleeper Control. To take full responsibility for the guest experience for those travelling in the seated coach, including revenue collection / protection. Responsible for maintaining up to date route knowledge on all identified routes as well as keeping updated on all policy and procedure alterations. Responsible for maintaining competence in coupling/uncoupling procedures and couple / uncouple the locomotive and / or coaches during out of course situations. In order to achieve this accountability regular refresher courses will be delivered. Out of course situations are defined as:- An operational requirement (e.g. at a location where the activity is required away from our core shunting locations), An impact on operational performance (such as staff sickness) Complete all mandatory Learning and Development training in a timely manner, as per the schedule set. Attend/ complete all safety briefings/online training and other role related training as required. There may also be requirement to act as a mentor, on a voluntary basis, on route and rolling stock training as required. Working closely with the Team Leader and Hosts to wish all our guests a safe onward journey and to offer assistance as required at point of departure. Support Team Leader in the resolution of any escalated guest complaints. Proactively offer feedback on service standards and procedures to strive for continual improvement. Embrace technology, with appropriate training given, using the equipment provided to help support the successful delivery of our Operation and Guest experience. Wear and maintain your issued Caledonian Sleeper uniform to the Service Guidelines standards. Working closely with the Guest Experience Team Leader, ensure that team briefing is completed at the commencement of shift and prior to boarding of guests and that all business briefings sent have been read and understood pre-departure. Working with Line Managers to ensure regular My Catch-Up reviews are in place to meet business objectives which will include (but is not limited to), Operational Performance and Overall Guest Satisfaction. Attend face to face briefings as reasonably requested in order to meet business requirements. This list of Key Accountabilities is not exhaustive and may change throughout the life of the role. This role may be required to support with other tasks deemed necessary to support the operation. Substantive changes to key accountabilities will be consulted through collective bargaining agreements What you'll need to do the job Excellent communication skills Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment Cash handling experience Team leadership experience Ability to retain large volumes of information in relation to train routes Ability to carry out train operational actions including, but not limited to, shunting actions (experience desired, however not essential) What we offer Competitive salary 25 days annual leave Free Scotland wide rail travel with ScotRail for the employee and eligible family members Allocation of complimentary tickets each year for Caledonian Sleeper travel Contributory pension scheme Please click on the apply button to complete your application. 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. We are open to discussions around flexibility and flexible working. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. Caledonian Sleeper is an iconic brand with a heritage stretching back a century and a half to the early years of Scotland-London sleepers. 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. Serco is acting as the resourcing partner for Caledonian Sleeper Limited which is operated by Scottish Rail Holdings on behalf of the Scottish Government.