At a Glance
- Tasks: Be the friendly voice helping customers solve problems and guiding their journeys.
- Company: Join ScotRail, a dynamic team dedicated to exceptional customer service.
- Benefits: Enjoy perks like discounts, wellbeing resources, and a competitive salary.
- Other info: Flexible hours with opportunities for growth and recognition.
- Why this job: Make a real difference in people's journeys while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 37035 - 45265 £ per year.
Location: Glasgow onsite only
Hours: 40 hours a week - 7am - 10pm. 5 days worked over Monday - Sunday (must be fully flexible)
Start date: September/October 2026
Salary: £26,436.80 PA (yearly)
A smooth journey isn't just about being on time! It is about having someone there when things don't always go to plan; that's where you come in! Jump aboard and become the friendly voice answering calls or supporting emails and other back office channels to solve problems and guide customers through their journeys with ScotRail.
The main purpose of the role includes but is not limited to receiving inbound telephone calls/emails and resolving or taking appropriate action on all kinds of queries. You will be required to efficiently and effectively handle the cases, meeting the required standards expected.
The successful candidate would be someone who is passionate about delivering exceptional customer service, offering solutions and first contact resolutions. They will also be able to take initiative while working as part of a close-knit team which is essential for creating a dynamic and robust team.
Experience:
- Proven experience in a Contact Centre environment
- Experience in a train operating company would be preferred but is not essential
- Proven experience of working in a high-quality measured role
- Proven experience of liaising with a team and multi-tasking to achieve a shared goal
- Proven ability to pay close attention to detail
- Proven ability to use initiative as well as work as part of a team
- Proven ability to be able to consistently meet set targets
Attributes we would love for you to have:
- Excellent verbal communication skills
- Excellent written communication skills
- Excellent ability to adapt communication style/method to best suit the audience
- Organised and methodical, with an eye for detail
- Computer literacy is essential including MS Word, Excel and E-mail
- Ability to work to tight deadlines
- Proven experience of being able to handle high pressure situations
- Ability to relate to others in a positive manner and build strong working relationships
- Ability to be resilient and work under pressure
Values we look for you to have:
- Process Excellence - Doing things well means something to you and you will always strive to improve on your work
- Collaboration - You enjoy working with others and you like working as a team player
- Communication - You can speak and write clearly and in a confident manner
- Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others
- Open-Mindedness - You are able to be open to different ways of thinking and new ideas
- Critical Thinking - You are able to think logically when making decisions
- Solution Orientation - Having a forward-thinking mindset focused on resolving challenges
- Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset
What's in it for you:
- Perks at Work Savings Discounts / Free Online Classes
- Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GPs, Mental Health Support, Financial Advice, Legal Advice
- Critical Illness up to £10,000
- Cycle to Work Scheme
- Eyecare support voucher
- Holiday Purchase Scheme
- Length of Service Awards
- Workplace Pension
- Monthly Inspire Awards For the best of the best
- Refer-A-Friend earns up to £1,200 for you
- Monthly Wellbeing Webinars
- Dedicated Employee Experience Progress Here to support TP journey
The role you are applying for requires that you are vetted to Baseline Personnel Screening Standard (BPSS). If your application is successful, you will be asked to provide documents/evidence to allow us to perform the below checks:
- Identity check
- Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
- Basic Criminal Records Check
If this sounds like it could be your next stop, apply and start your journey!
DISCLAIMERS: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address.
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