Performance & Standards Manager Caledonian Sleeper – Scotland

Performance & Standards Manager Caledonian Sleeper – Scotland

Fixed Term Contract (1 year)

Full Time, 37.5 hours
£50,149.78

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.

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.

We have an exciting opportunity for an enthusiastic and motivated Performance & Standards Manager to join the Caledonian Sleeper (CSL) Guest Experience Team in Scotland. This role is Maternity Cover on a fixed term basis for 1 year and would require travel between Central Belt and the Highlands.

The primary objective of this role is to cultivate a fully trained, motivated and well-supported team capable of delivering industry-leading levels of hospitality to our guests—whether onboard, at the station, or within our guest lounges in your designated region. You will embody and promote our values, leading with integrity, passion and a spirit of togetherness to inspire your team and ensure our standards are consistently exceeded.

• Togetherness
  :
  Foster a collaborative, inclusive environment where all team members feel valued, supported and motivated to work towards shared goals.
• Respect
  :
  Lead by example in interactions with colleagues, guests and stakeholders, promoting open communication and mutual regard.
  • Integrity
    :
    Uphold the highest standards of honesty, transparency and ethical behaviour in all aspects of your work.
  • Passion
    :
    Demonstrate enthusiasm and commitment, inspiring your team

In this role you will, emphasise the importance of first impressions by managing onboard Coaches to support Team Leaders, Hosts, and CSL lounge and station teams, fostering a highly effective and collaborative environment. Your role involves being present on the service, as well as in stations and lounges, to ensure visibility and audit the consistency of service to delight our guests.

Additionally, this role includes periodic project management tasks to support the overall Guest Experience function.

In this hands-on position, you will lead a team of approximately 34 frontline Team Leaders, Hosts, Lounge, and Station Staff. Your responsibilities will involve overseeing performance and people management, ensuring audit quality standards, and fostering an inclusive 'one team' culture.

• Safety
  - Foster a Zero Harm culture by conducting scheduled Leadership tours and timely completion of General Inspections, with actions taken being Specific, Measurable, Achievable, Relevant, and Time-bound (SMART).
• Training
  - Ensure timely completion of all mandatory CSL training for employees, in addition to any supplemental training requirements, and maintain comprehensive training records.
• Absence Compliance – Oversee the meticulous management and accurate recording of all absences through HR and Absence Manager to ensure compliance.
• Voice of the Guest – Drive overall guest satisfaction targets by monitoring complaints versus compliments and taking necessary actions to align with business strategy to exceed guest expectations.
• Lead team recruitment and onboarding processes for frontline teams to ensure that the Guest Experience Service Delivery team is staffed with skilled individuals who embody CSL Values.
• I…