At a Glance
- Tasks: Be the friendly voice helping customers solve problems and guiding their journeys.
- Company: Join ScotRail, a dynamic team focused on exceptional customer service.
- Benefits: Enjoy perks like discounts, online classes, and wellbeing resources.
- Other info: Flexible hours with opportunities for growth and recognition.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Hours a week: 7am - 10pm, 5 days worked over Monday - Sunday (must be fully flexible).
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 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.
Current formal warnings & attendance records will be taken into consideration during the recruitment process including the short-listing stage.
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. 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. 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. Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
What’s in it for you - PERKS!
- Perks at Work – Savings Discounts / Free Online Classes.
- Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice.
- Critical Illness – up to £10,000.
- Cycle to Work Scheme.
- Holiday Purchase Scheme.
- Length of Service Awards.
- 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 your 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.
Customer service expert in Glasgow employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer service expert in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer service expert in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
