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- Tasks: Provide top-notch customer service and assist with ticket sales and station maintenance.
- Company: Join ScotRail, a leading employer dedicated to diversity and sustainability in Scotland.
- Benefits: Enjoy free rail travel, generous holidays, and a solid pension scheme.
- Why this job: Be part of a dynamic team making a real impact in your community.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Flexible shifts available; training salary starts at £22,147.
The predicted salary is between 32845 - 32845 £ per year.
With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.
Not your average role…. You will be responsible for the provision of a high standard of customer information and assistance, sale of tickets and other rail service products, maintenance/cleaning of station environments including platforms, waiting areas and toilets, ensuring that station complies with the Service Quality Incentive Regime, fresh water tanking and turnaround train cleaning.
What you bring:
- Evidence of a track record in delivering high levels of customer service and how you have used your excellent communication skills in previous roles.
- Highly motivated and flexible individual.
- Effective team player who can demonstrate initiative and an ability to work under pressure whilst remaining calm.
- A Customer Service SVQ would be advantageous as well as an understanding of COSHH.
- Flexible approach to work and be a good team worker.
- Ability to remain calm and deal with customers in times of disruption.
Hours of work: 35 hours per week. Flexibility is essential to meet shift requirements as role covers Monday - Sunday. Various shifts involved.
We offer an attractive reference salary of £32,845 per annum on completion of training. During training, the trainee salary is £22,147 per annum.
What we offer you:
- Contributory Final Salary Pension scheme
- Free and reduced rate rail travel for you and your family, where applicable.
- Generous holiday allowance
- Enhanced company sick pay and family leave including maternity, paternity and adoption
- Life Insurance cover for 4 x annual salary
- Contributory lifestyle benefits options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan
Please note that due to the volume of interest received these vacancies could close prior to the published date.
Selection process: Selected candidates will be invited to complete on-line assessment. Following success at assessment the next stage will be a competency-based interview. If successful, the next stage will be a medical examination. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period.
Equal Opportunities: ScotRail is six times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity of our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.
Customer Service Staff (Booking Office/Platform) employer: ScotRail
Contact Detail:
ScotRail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Staff (Booking Office/Platform)
✨Tip Number 1
Familiarise yourself with ScotRail's values and commitment to diversity and sustainability. During your interactions, whether in assessments or interviews, highlight how your personal values align with theirs, showcasing your understanding of their mission.
✨Tip Number 2
Prepare for the online assessment by practising customer service scenarios. Think about how you would handle difficult situations or customer complaints, as this role requires a calm and effective approach under pressure.
✨Tip Number 3
Demonstrate your teamwork skills by sharing examples from previous roles where you successfully collaborated with others. This will show that you can work well in a team environment, which is crucial for this position.
✨Tip Number 4
Be ready to discuss your flexibility and availability during the interview. Since the role involves various shifts throughout the week, emphasising your willingness to adapt to different schedules will make you a more attractive candidate.
We think you need these skills to ace Customer Service Staff (Booking Office/Platform)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service. Include specific examples of how you've delivered high levels of customer satisfaction and used your communication skills effectively.
Craft a Strong Cover Letter: Write a cover letter that reflects your motivation for applying to ScotRail. Emphasise your flexibility, teamwork skills, and ability to remain calm under pressure, as these are key attributes for the role.
Prepare for Online Assessment: Familiarise yourself with the types of questions you might encounter in the online assessment. Practice situational judgement tests and customer service scenarios to showcase your problem-solving abilities.
Research ScotRail: Learn about ScotRail's values, diversity initiatives, and sustainability goals. This knowledge will help you align your application with their mission and demonstrate your genuine interest in the company.
How to prepare for a job interview at ScotRail
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you delivered exceptional customer service. Highlight how you handled difficult situations and maintained a positive attitude, as this role requires a high standard of customer interaction.
✨Demonstrate Teamwork and Flexibility
Be ready to discuss instances where you worked effectively as part of a team. Emphasise your flexibility in adapting to changing circumstances, especially in a fast-paced environment like a booking office.
✨Understand the Role's Responsibilities
Familiarise yourself with the key duties of the position, such as ticket sales and station maintenance. Showing that you understand these responsibilities will demonstrate your genuine interest in the role.
✨Prepare for Competency-Based Questions
Since the interview will be competency-based, practice answering questions that assess your problem-solving abilities and how you remain calm under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
