Job Title: Sleeper Train Manager
Base Location: Edinburgh
Salary: £31,589 per annum
Hours: 35 Hours per week (Permanent Nights)

Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public service, including health, education, transport, science and defence.

Caledonian Sleepers forms a vital part of Scotlands transport network, regularly moving over 300,000 trips per year with an anticipated increase to 350,000 over 15 years, Caledonian Sleeper manage and operate all aspects of the network with total revenues of c£800m over its 15 year contract term. The contract has a workforce of over 100 employees and together with several key 3rd party suppliers, delivers the core service and specialist projects, providing a unique one stop shop solution for Transport Scotland and their business, tourism and leisure aspirations.

As a guest champion the Sleeper Train Manager will be a key player in the delivery of the Caledonian Sleeper service. Caledonian Sleeper is a Guest focussed business, ensuring we deliver an exceptional experience is key to driving our continued success. The Train Manager is required to lead the team in all aspects of the experience, including service, security and safety

Main Duties and Responsibilities:

• To provide the primary focus for the management and leadership of the on-board Sleeper team.
• To be responsible for providing an operationally safe environment, ensuring an excellent standard of guest service, developing immediate solutions to problems encountered by guests.
• To take full responsibility for the guest experience for those travelling in the seated coach, including revenue collection / protection.
• Ensure the presentation of the train is to the highest standards.
• Execution of safety and security checks.
• Delivering an exceptional welcome to our guests during their check in process.
• Ensure guests are fully aware of all relevant safety and security arrangements on board.
• Compile reports on customer service issues, operational incidents, train running and performance, and defects in respect of each journey.
• Endeavour to provide a punctual train service by ensuring right time departures and keeping delays to a minimum. Liaise as necessary with Signallers, Control, Traincrew and Platform staff
• The Sleeper Train Manager will be fully flexible, and as a result will be competent in Sleeper Team Leader and Host duties.
• To attend safety briefings and other role related training as required
• Coach and lead team members to ensure our guests are being offered a memorable hospitality experience

Key Skills, Experience and Qualifications:

• Excellent communication skills
• Knowledge of Customer Service skills, which can be demonstrated as having been delivered in a guest facing environment
• Cash handling experience
• Proven team leadership experience
• Ability to retain large volumes of information in relation to train routes

In return we offer a competitive salary, a benefits package including contributory pension, 25 days annual leave, excellent working conditions and the opportunity to further your career within a supportive environment

Please click the 'Apply Now' button to complete your application.