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For Companies At a Glance
- Tasks: Engage with customers, sell tickets, and maintain a clean station environment.
- Company: Join ScotRail, a leading employer committed to diversity and sustainability.
- Benefits: Enjoy free rail travel, generous holidays, and a solid pension scheme.
- Why this job: Be part of a team that makes a real difference in your community.
- Qualifications: Customer-focused attitude and basic numeracy skills required.
- Other info: Great career growth opportunities in a supportive and inclusive workplace.
The predicted salary is between 22944 - 30843 £ per year.
Job Description
Customer Service Staff
Contract – Permanent
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….
As a Customer Service member of staff this exciting opportunity will involve you in the sale of tickets and other rail service products, providing customers with information and assistance. Maintenance / cleaning of station environments, including platforms, waiting areas and toilets, ensuring that the station conforms to the Service Quality Incentive Regime requirements. Train dispatch duties, ensuring that trains leave the station safely and punctually.
What you bring
* Highly motivated, flexible, and customer-focused.
* An effective communicator who works well under pressure.
* A reliable team player with the ability to use initiative when required.
* Punctual and have basic numeracy skills, with prior experience in customer assistance.
* Knowledge of railway geography is desirable, and a Customer Service SVQ would be advantageous.
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.
* 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 benefit 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.
Salary
Training salary: £22,944 per annum, pro-rata.
Qualified salary: £30,843 per annum, pro-rata.
Hours of Work: Follows a 6-week diagram.
0730 – 1525
1000 – 1700
1610 – 2310
2310 – 0610
A week rest day relief
A week General Purpose Relief
The job-share works 2 days one week, 3 days the next, with booked Sundays and includes nightshift.
Selection Process
Selection process: Candidates short-listed will be invited to complete on- line assessment and attend an assessment centre. Following assessment successful candidates will be invited to attend a competency-based interview. The final stage for successful candidates will be a medical examination and drug & alcohol screening. Training initially involves a 2-day virtual induction Training Programme.
Medical Fitness: Due to the nature of the post and rail industry safety requirements there are certain medical & fitness standards that you would require to meet.
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 background.
SGA Customer Service employer: ScotRail
Contact Detail:
ScotRail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SGA Customer Service
✨Tip Number 1
Get to know the company! Research ScotRail and its values, especially their commitment to diversity and sustainability. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about helping customers, think of scenarios where you’ve provided excellent service. Be ready to share these experiences during your interview to demonstrate your ability to handle pressure and communicate effectively.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current or former ScotRail employees on LinkedIn. They can provide insights into the company culture and possibly even refer you for the position, which can give you a leg up in the selection process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and serious about joining the ScotRail team. Remember, the sooner you apply, the better your chances!
We think you need these skills to ace SGA Customer Service
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Service role at ScotRail. We want to see how you can contribute to our mission of serving the communities of Scotland!
Showcase Your Communication Skills: As a Customer Service member, effective communication is key. Use your application to demonstrate your ability to communicate clearly and effectively, especially under pressure. We love seeing examples of how you've handled customer interactions in the past!
Highlight Teamwork and Initiative: Being a reliable team player is crucial for this role. Share specific instances where you've worked well in a team or taken the initiative to solve a problem. We appreciate candidates who can show they’re flexible and motivated!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at ScotRail
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to share examples of how you've handled difficult situations in the past. Think about times when you went above and beyond for a customer, as this will show your commitment to excellent service.
✨Familiarise Yourself with ScotRail
Do some research on ScotRail and its services. Understanding their values, sustainability goals, and the communities they serve will help you align your answers with what they’re looking for. Plus, it shows genuine interest!
✨Practice Effective Communication
Since communication is key in this role, practice articulating your thoughts clearly and confidently. You might want to do mock interviews with friends or family to get comfortable speaking about your experiences under pressure.
✨Prepare for Competency Questions
Expect competency-based questions that assess your problem-solving and teamwork skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you highlight your ability to work well in a team and use your initiative.
