At a Glance
- Tasks: Be the friendly voice helping customers navigate their journeys with ScotRail.
- Company: Join ScotRail, a company dedicated to exceptional customer service.
- Benefits: Earn Real Living Wage and enjoy a supportive team environment.
- Other info: Flexible hours and opportunities for personal growth in a dynamic team.
- Why this job: Make a real difference by solving problems and guiding customers.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 20000 - 30000 £ 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 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 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
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
- 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
Customer Service Expert (Bristol Area) employer: Teleperformance
At ScotRail, we pride ourselves on being an exceptional employer, offering a supportive work culture that values collaboration and communication. Our Customer Service Experts in the Bristol area enjoy competitive pay aligned with the Real Living Wage, flexible working hours, and opportunities for personal and professional growth within a dynamic team environment. Join us to make a meaningful impact on our customers' journeys while developing your skills in a rewarding role.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Expert (Bristol Area)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teleperformance. 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 Teleperformance 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 (Bristol Area)
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 Teleperformance:Your cover letter is your chance to shine! Tell us why you want to work at Teleperformance 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 Teleperformance!
How to prepare for a job interview at Teleperformance
✨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.
