Caledonian Sleeper | Scottish Careers Week |

Can you tell us how long you have been at CSL, and what attracted you to come here?

I’ve been with Caledonian Sleeper for 4 years now. I started in October 2020 in the middle of the pandemic! My background is in people management in an operational setting. I had moved into more project based roles and I really missed the fast paced environment of the operation, so when I saw an opportunity for a role that was managing front line teams within an operation I jumped at the chance. 

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

I started off as an Operations Team Manager, managing Train Manager and Shunters. Whilst I had lots of experience managing people, I had no rail experience. I have been very fortunate to have some very experienced railway men and women be very patient and generous with their time, to allow me to ask lots of questions without feeling silly! I have had some classroom training to help me understand the roles my team do, and spent plenty of time getting to know my people. I had to work hard to build trust and credibility within the team (and still do!) Some highlights from this role were some fantastic engagement results, and introducing rostered training days for the Train Manager.

I was then lucky enough to be successful in my application for Senior Operations Manager. In this role I started working more within the real time management of the operation. I broadened my understanding of responding to disruption, train planning and maintenance plans, as well as building relationships with the wider business and ensuring the operations team has a passenger first approach at its heart.

More recently the real time management of the service has been developed by expanding the duty operations team, and I have been fortunate enough to move into a planning role.
My current role is Operations Team and Planning Lead. I still oversee the management of the front line teams, setting the strategic approach, with a focus on fostering a positive safety culture, and now I also lead on co ordinating all planned disruption. Planned disruption is defined as any change to our normal operation that is known about more than 24 hours in advance.

The planned element of the role is another steep learning curve, but again I feel very fortunate to be able to learn from some very experienced people, who have again been very generous with their time. 

What do you enjoy most about your role and also working at CSL?

The people are always the best part of the role. I am a huge believer that the front line teams are the centre of the operation. They are the people who deliver our service each night and I see my role is creating an environment where it is effortless to deliver a great service for our guests, and each Train Manager and Shunter knows and feels their value within the operation. I’m passionate about ensuring our people feel good about working here. 

What have your key learnings been during your time here?

It's ok to feel out of your comfort zone! There have been times when I have felt I would never “get it” and I always do eventually. When I look back to when I first started I feel proud of how far I have come. 

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

I’ve been so fortunate to have had so much investment in my development with Caledonian Sleeper, with training with the RSSB, Accident and Investigation, Risk Assessment, Leadership Training, Change Training, and as well as the benefit of the time and energy of many experienced colleagues.

Can you tell us how long you have been at CSL, and what attracted you to come and work here?

I have been working on the railway now for 17 years with 13 years on the Caledonian sleeper, my first attraction to the railway started at a young age where I travelled and there was a serious delay coming into London kings cross even with a 6 hour delay I was amazed by the reactions of the staff and how well they managed the situation and still managed to have a smile on their face I thought this could be a profession that you could take pride in.

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

In 2007 I was given the opportunity to be seconded to the Caledonian sleeper, covering for a colleague on maternity leave. I covered as a host for a full year before returning to my supervisor role within ScotRail, after 6 months of my return a position opened up within the team and I was approached to apply and ever since I haven’t looked back. Working through the ranks Host > Team leader > Onboard Coach then to Catering & Operations Manager.

What do you enjoy most about your role and working at CSL?

The thing I enjoy most about the role is that every day is different, we have a lot of moving parts and if 1 part of the operation breakdown we have several ways to get it back into full operations. Requiring a lot of collaboration and building partnerships with many departments for an overall goal. 

What have your key learnings been during your time here?

There has been so many to choose from but my biggest challenge that I have had to learn fast is the logistics of it all, with all the moving parts to the operation it’s been great to follow the process from start to finish processing a perfect map. What’s possible to bring onto the train and what’s just not possible.

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

I wouldn’t be in the position I am currently without the fantastic support from my management and teams , coming through the positions learning and developing the skills have given me great insight in the recent struggles and opening up fantastic opportunities to continue my growth, with the built in and additional training opportunities provided by the business & unions, if there is a learning difficulty I’m facing it’s just one click away.   

Can you tell us how long you have been at CSL, and what attracted you to come and work here?

I started working with Caledonian Sleeper in June . I have worked in many different industries from car mechanics, retail, delivery driving, face to face and call centre sales and retentions and even washing planes. I was looking for yet another career change as I was not happy with the role I was in and most previous roles did not have many opportunities for progression. I have friends who work for ScotRail that had recommended working in the rail industry with great benefits and a great career.

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

I applied for the role of guest ambassador for the Guest service centre. When I got the job I used skills from previous employment in sales and retentions for objective handling, problem solving and striving to deliver great customer service. I worked very hard in my role and at the time there was a lot of overtime available which I worked as much as I could. There were opportunities to progress within the GSC for example team leader but I waited to apply for something that better suited me.

Originally, a job for a shunter came up in Edinburgh which I unfortunately did not get, however, I did get great feedback and appreciated the opportunity and the interview experience. I did not let this affect my aspiration to go further within the company as I was happy in my role but was ready for further opportunities and career growth. 

A job for train manager for Edinburgh north came up and I applied after completing psychometric testing. I was overjoyed to be accepted and take on this role. I then started my training after working my notice period with GSC. The training was intense but the trainers were great in getting us to understand all we needed to know.

What have your key learnings been during your time here?

As this is my first time working on the railway, my only railway experience was from GSC which did help in my role to understand a lot of things. The training is well put together making it easy for anyone new to the railway to pick up everything needed for the role. My role is mainly safety focused but as a customer facing role, we obviously need to display great customer service which I already applied in GSC but it is slightly different face to face.

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

I think that working for Caledonian Sleeper has been great the benefits are amazing and appreciate all the opportunities in this company to progress where in previous employment these have been lacking.

Can you tell us how long you have been at CSL, and what attracted you to come and work here?

I've been working with the sleeper for the past 18 months. What attracted me to work with CSL is the opportunity to enhance my customer service skills in a dynamic and challenging environment, particularly in the transport industry, which is unparalleled in providing such experiences. I'd worked in customer service before I moved to the UK, and I thought this would be the best opportunity to get exposure to develop my skills. The sleeper has helped me do this every day.

The role itself is highly appealing, as it offers a range of interesting responsibilities and aligns with my career aspirations. Additionally, the chance to work in an industry where each day presents unique challenges is exciting and motivating for me.

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

I began my career as a Station Support Host while pursuing my studies, taking on a part-time role within a small and dynamic team. This environment was instrumental in providing me with numerous opportunities to learn and grow. The hands-on experience as ground staff at the Euston station allowed me to gain comprehensive knowledge of our services and operations. Engaging with guests and listening to their experiences further enhanced my understanding of customer service and the importance of guest satisfaction.

With the opening of the new lounge, I was promoted to the position of Supervisor. My initial role as a host laid a solid foundation, equipping me with valuable skills that facilitated a seamless transition into leadership. This progression not only deepened my understanding of team dynamics but also contributed significantly to my professional and personal development.

Overall, starting as a Station Support Host and progressing to a Supervisory role has provided me with a well-rounded perspective and a strong skill set that continues to support my growth and effectiveness within the organisation.

What do you enjoy most about your role and also working at CSL?

Each day at work presents new experiences—some are straightforward, while others are highly challenging. What I value and enjoy the most is collaborating with a team of dedicated and sincere colleagues who contribute significantly to a positive work atmosphere. The supportive environment ensures that even during difficult times, the work feels manageable and fulfilling. CSL has provided me with such an enriching workplace culture. Additionally, the exceptional guidance from my managers has played a crucial role in my growth and development, shaping me into the employee I am today. I am grateful for their mentorship and support. 

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

My current role has been pivotal in building my confidence and encouraging me to take on challenges, viewing each day and event as an opportunity for learning and growth. This mindset has allowed me to better understand and apply my experiences in future scenarios. The role has provided me with clarity on my capabilities and the responsibilities I can confidently manage. Additionally, it has taught me the importance of both learning and unlearning, which has been essential for my continuous professional development.

What have your key learnings been during your time here?

My key learning from my current role is that not every day will be perfect, but taking it one step at a time and working together as a team allows us to overcome any challenge. Seeking help is not a weakness. While working in a fast-paced environment can be demanding and overwhelming, supporting one another and treating others with respect can resolve any problem we encounter.

Can you tell us how long you have been at CSL, and what attracted you to come and work here?

I have worked at CSL since 6th of June 2022. I can't tell you that I've wanted to work for Caledonian Sleeper ever since I was a young boy playing with my first train set... I quit the oil and gas industry in 2017 and I had big plans to rent my flat out and move to Koh Samui... A friend recommended I apply for a job onboard with LNER as a host while I sorted my plans out. I loved it. I met my partner, Suzanne, and now we have 2 kids and live very much not in Koh Samui. But before the kids came along, my contract with LNER came to an end and I was looking for work in the middle of the pandemic. I ended up managing vaccination sites across the Lothians. I was keen to get back into the railway and had applied for every guard, conductor, and driver's job going. I was even rejected from a TM job with CSL. I applied for the job as a Shunter without really knowing what a shunter was. A colleague at the NHS was a retired freight train driver, so between him and a TM within CSL who I worked with previously at LNER, I built up a bit of a picture of the role in my mind. It helped that the values on the website seemed to line up quite nicely with my own but when I had the interview with Mark and Sam I remember coming away feeling pretty certain it was a good move.

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

It was a long time between the interview and getting started but once we got going the training was pretty intense. Very thorough. I enjoyed it very much. I felt like I had much more work to do than the other 2 guys I started with just because of their experience in the industry but by the time we had finished, and after the mentoring shifts, I felt confident. After a while, I did start applying for other roles within the industry, with the aim of progressing either internally or externally. I remember one of my manager's called me one day and said he had heard I was in the running for a driver's job elsewhere. I thought he would be annoyed, but he offered me some advice and put me in touch with someone who might be able to offer some guidance. I remember being pretty shocked, but at the end of the day this is what the railway is like. Most people want what's best for you. I have been given the opportunity to shadow colleagues in other departments within CSL to get a feel for some other roles and see if that's a direction I would want to pursue, which I think is quite rare.

What have your key learnings been during your time here?

I am currently in the middle of my training for my new role on board as a Train Manager, but what I'm enjoying so far is actually being a bit more customer facing. I enjoy the interaction with the guests. It's nice to work on such beautiful routes too. As for CSL... They've looked after me when I've been in need of support. They've shown great confidence in me. They've given me experiences I would never have had with larger companies. They've been real people on the other end of the phone and asked how my family are. Nobody is perfect, of course... but I won't be looking for any external jobs for a wee while!

What have your key learnings been during your time here?

Nobody expects you to be perfect - but hold your hands up and admit it when you make a mistake.

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

You never know if you're going to like a new job until you actually start. Working here and having been given the opportunity to shadow a couple of the train managers on their shifts, I have been able to see what their day actually looks like. This was helpful when deciding on whether the job itself was one I would enjoy but also whether the shift pattern would work for me and my family life and ultimately if this new job would work for me on balance of the above. Even since accepting this role, I was given the opportunity to sit in on the next assessment centre. I can't imagine being given that opportunity elsewhere.

Can you tell us how long you have been at CSL, and what attracted you to come and work here?

I have worked for CSL in different capacities. I originally joined Serco through their Graduate Scheme who then placed me into CSL as a Graduate Operations Manager. Originally, I was attracted to the graduate scheme, knowing that my first placement was CSL, as it was an industry that I had never thought about joining before. It offered opportunity for growth for a young 21 year old that I would not have found in the same way as if I had stayed in the field I had studied (law). My graduate scheme then took me on another path with different businesses and so I had to leave CSL.

The decision to return to Caledonian Sleeper was easy after my graduate scheme as my first experiences with the company were positive. CSL has a can-do culture with a strong supportive network that values attributes that I value also. Their commitments to diversity, inclusion and learning made it so, re-joining wasn't a second thought.

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

As above, I joined as a graduate operations manager and got exposed to the inner workings of the business, on my return post-transition into CSL; I now work in the compliance/legal sphere of the business. The formative experiences that spring to mind are, as a graduate, getting involved in the people manager meetings,

What do you enjoy most about your role and also working at CSL?


The aspect of my current role that I enjoy the most is how compliance connects to all part of the business. Being able to get exposure to an array of aspects of the business alloys for greater insight.
This in turn creates more opportunities for growth and understanding. My favourite thing about working at CSL is being able to travel alongside my job and experience all that Scotland and London have to offer. Being able to connect with staff on-board, at depots and in our lounges allows for a good workplace culture that I find particularly enjoyable working at CSL.

What have your key learnings been during your time here?

The key learnings gained from my time at CSL have mainly been confidence-related growth. Starting a young person in the corporate world is daunting, but CSL has provided the growth and safe place to develop myself.
More learnings were mainly to do with adaptability and problem solving. As someone who joined from a law background, which is quite static, the fast paced nature of the railways presented challenges in adaptability that, with the support of my line managers, I was able to overcome.

Lastly, my favourite learning from the culture of CSL itself, is the culture of continuous improvement.
There is a sense here that no matter the mistakes or successes we have, that the goal is to make small improvements continually so that we can provide the best service possible for our guests.

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

I feel quite proud of the opportunities afforded to me by CSL. The upcoming opportunities for employee development evidence just how much CSL cares. As such with previous opportunities, I hope to tackle them wholeheartedly.

Can you tell us how long you have been at CSL, and what attracted you to come and work here?

I joined Serco in January 2015, 3 months prior to Serco taking on the Caledonian Sleeper franchise. I was attracted to the role as in essence, Caledonian Sleeper were looking for an individual with a hospitality and events background, to come and bring that service style focus a train environment. I saw it as a fantastic challenge and opportunity to use my previous skillset in a new industry. 

Talk me through your career journey at CSL, think about your first role and the opportunities you have had in your roles to get you to where you are today.

My first role at Caledonian Sleeper was the Head of Guest Experience, looking after all on board team members and service delivery. Initially my role was focussed on mobilising the new contract and the initial transition of Caledonian Sleeper operating as its own Train Operating Company. Alongside the natural development of being part of the transition, I was also fortunate to be selected to join the LEAD programme. This was a development programme focussed on leadership and business change skills. I was able to bring the learnings from this programme back to my role and use this to enhance my capabilities.  

After 3 years in the Head of Guest Experience role, I was promoted to the Guest Experience Director role. As has been the same throughout my career, the vast majority of my development has come from on-the-job activity and coaching, with this being supplemented by more formal development opportunities. During my time as Guest Experience Director, I was fortunate to be selected to attend a Contract Management development programme at Oxford University Business School. This programme focused on all aspects of leading a business, with a specific focus on the effectiveness of coaching your team to deliver success.

After five years in the role of Guest Experience Director, an opportunity became available within the commercial and procurement function of the business. I was keen to explore this opportunity, allowing me to continue to be part of this fantastic business, whilst also developing my skill set in new areas.

What do you enjoy most about your role and also working at CSL?

There is never a dull moment at Caledonian Sleeper, and over the past 10 years we have transformed the business. The age-old phrase of “every day is different” is the perfect description of Caledonian Sleeper and it is that variety that makes working here so enjoyable. Watching the business change and evolve over the past, almost 10 years, has been fantastic to be involved with and I am very proud to have been part of the team and what we have achieved.  

What have your key learnings been during your time here?

There have been so many learnings, both from a business perspective, but more importantly from a personal perspective and how I have developed as an individual. My key takeaway from a business sense has been the importance of a strong team with a varied skillset. Since 2015, Caledonian Sleeper has shown the value of employing individuals with varied career backgrounds, this has brought new learnings and perspectives, which is ultimately played a huge part in the success we have delivered.

How do you feel the opportunities you have had at CSL have helped you to grow professionally?

I have spent almost 10 years at Caledonian Sleeper, which is by far the longest time I have worked within any one organisation. The reason I have chosen to stay with the company, is due to the fantastic development opportunities and impact it has had on my career. Caledonian Sleeper has recognised my vocational skills and has allowed me to continue to develop and progress without the need for a degree or formal qualifications.