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- Tasks: Provide customer service and assist with ticket sales at stations in Dumfries & Lockerbie.
- Company: Join ScotRail, a leading employer committed to diversity and sustainability in Scotland.
- Benefits: Enjoy free rail travel, generous holidays, and a solid pension plan.
- Why this job: Be part of a dynamic team making a real impact in your community while developing your skills.
- Qualifications: Strong customer service skills and a flexible, motivated attitude are essential.
- Other info: Flexible hours required; training salary starts at £22,147, rising to £36,049 post-training.
The predicted salary is between 28838 - 43273 £ per year.
CUSTOMER SERVICE STAFF (BOOKING OFFICE/PLATFORM) AREA RELIEF
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 providing relief for stations in Dumfries & Lockerbie area. 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. This post involves train dispatch duties at Lockerbie ensuring that trains leave the station safety and punctuality, and customers are kept informed.
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. Dumfries shifts are earliest start 0605 hours and latest finish is 2330 hours. Lockerbie shifts are 0635 – 1520 hours and 1400 – 2245 hours.
You will have a contractual commitment to work, when required by the company up to a maximum of 13 Sundays per calendar year.
We offer an attractive reference salary of £36,049 per annum on completion of training. During training, the trainee salary is £ 22,147 per annum.
What we offer you
ScotRail offer an excellent rewards package including
* 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, if successful the next stage will involve classroom assessment. Following success at assessment the next stage will be a competency-based interview. If successful, the next stage will be a medical examination, which will also involve drug/alcohol screening for certain roles. 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 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) Area Relief employer: ScotRail
Contact Detail:
ScotRail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Staff (Booking Office/Platform) Area Relief
✨Tip Number 1
Familiarize yourself with ScotRail's values and commitment to diversity and sustainability. This will help you align your responses during the interview, showing that you share their vision and are a good cultural fit.
✨Tip Number 2
Prepare specific examples from your past experiences where you delivered exceptional customer service. Highlight situations where you remained calm under pressure, as this is crucial for the role.
✨Tip Number 3
Understand the operational aspects of train dispatch duties. Research what it entails to ensure safety and punctuality, as this knowledge will demonstrate your readiness for the responsibilities of the position.
✨Tip Number 4
Be ready to discuss your flexibility regarding shift work, especially since the role requires working weekends and early mornings. Showing your willingness to adapt will make you a more attractive candidate.
We think you need these skills to ace Customer Service Staff (Booking Office/Platform) Area Relief
Some tips for your application 🫡
Highlight Customer Service Experience: Make sure to emphasize your previous experience in customer service roles. Provide specific examples of how you delivered high levels of customer satisfaction and used your communication skills effectively.
Show Flexibility and Teamwork: Demonstrate your flexibility and ability to work as part of a team. Mention any experiences where you successfully adapted to changing situations or worked collaboratively with others under pressure.
Tailor Your CV and Cover Letter: Customize your CV and cover letter to align with the job description. Use keywords from the job posting, such as 'customer information', 'train dispatch duties', and 'service quality', to show that you understand the role.
Prepare for Assessments: Since the selection process includes online assessments and competency-based interviews, practice common interview questions and scenarios related to customer service. Be ready to discuss how you would handle disruptions and maintain calmness.
How to prepare for a job interview at ScotRail
✨Showcase Your Customer Service Experience
Be prepared to discuss specific examples of how you've delivered high levels of customer service in previous roles. Highlight your communication skills and how they helped you resolve issues or enhance customer satisfaction.
✨Demonstrate Flexibility and Teamwork
Since the role requires a flexible approach and teamwork, share instances where you've successfully adapted to changing situations or worked collaboratively with others under pressure.
✨Understand the Role's Responsibilities
Familiarize yourself with the specific duties of the position, such as train dispatch and maintaining station environments. Showing that you understand these responsibilities will demonstrate your commitment and readiness for the role.
✨Prepare for Competency-Based Questions
Expect questions that assess your ability to handle disruptions and maintain calmness under pressure. Think of scenarios where you've managed challenging situations effectively and be ready to discuss them.
