Standards Coach; Scotland

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.

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.

• 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.

• 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.

• Act as an ambassador of Guest Experience; work closely with frontline teams to identify gaps in performance and…