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- Tasks: Be the friendly voice helping customers navigate their journeys with ScotRail.
- Company: Join a dynamic team at ScotRail, dedicated to exceptional customer service.
- Benefits: Earn a Real Living Wage with flexible hours and a supportive work environment.
- Why this job: Make a real difference by solving problems and guiding customers every day.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Opportunity for growth in a collaborative and fast-paced setting.
The predicted salary is between 24000 - 36000 £ per year.
Location: Glasgow onsite only
Hours: 37.5 hours a week - 7am - 10pm. 5 days worked over Monday - Sunday (must be fully flexible)
Start date: March 2026
Salary: Real Living Wage
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 guiding 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 on 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 communications 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
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 email address.
Customer Service Expert employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Expert
✨Tip Number 1
Get to know the company! Research ScotRail and understand their values and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about connecting with customers, try role-playing common customer scenarios with a friend. This will boost your confidence and help you think on your feet when it comes to problem-solving.
✨Tip Number 3
Show off your teamwork spirit! Be ready to share examples of how you've collaborated with others in past roles. Highlighting your ability to work well in a close-knit team will resonate with the hiring managers at ScotRail.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about landing this Customer Service Expert role.
We think you need these skills to ace Customer Service Expert
Some tips for your application 🫡
Show Your Passion for Customer Service: When you're writing your application, let your enthusiasm for delivering exceptional customer service shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We want to see that you genuinely care about making a difference!
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that align with the role. Use keywords from the job description, like 'team player' and 'solution-oriented', to show us you understand what we're looking for. This will help your application stand out!
Keep It Clear and Concise: We appreciate clarity! Make sure your written communication is easy to read and straight to the point. Avoid jargon and keep your sentences short. This shows us you can communicate effectively, which is key for a Customer Service Expert.
Apply Through Our Website: Don't forget to apply through our official website! This ensures your application gets to the right place and helps us keep track of all candidates. Plus, it’s super easy and straightforward – just follow the prompts and you'll be on your way to joining our team!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your Customer Service Basics
Brush up on the key principles of exceptional customer service. Be ready to discuss how you’ve handled difficult situations in the past and what steps you took to ensure customer satisfaction. This will show your passion for delivering great service.
✨Showcase Your Communication Skills
Since this role involves a lot of communication, practice articulating your thoughts clearly. Prepare examples that highlight your verbal and written communication skills, especially in high-pressure situations. Remember, it’s all about making a connection!
✨Demonstrate Team Spirit
Be prepared to talk about your experience working in teams. Share specific instances where you collaborated with others to achieve a common goal. This will illustrate your ability to work well within a close-knit team, which is crucial for this role.
✨Emphasise Your Problem-Solving Skills
Think of examples where you’ve successfully resolved customer issues or improved processes. Highlight your critical thinking and solution-oriented mindset. This will show that you can take initiative and handle challenges effectively.