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- Tasks: Be the friendly voice helping customers navigate their journeys with ScotRail.
- Company: Join a dynamic team at a leading customer service provider.
- Benefits: Earn Real Living Wage, work from home, and enjoy flexible hours.
- Why this job: Make a real difference by solving problems and delivering exceptional service.
- Qualifications: Experience in a contact centre and strong communication skills are essential.
- Other info: Opportunity for growth in a supportive and collaborative environment.
Job role: Scotrail – Customer Service Expert
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 job itself:
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! (even if you do say so yourself!!..)
- 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. 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
- 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 talent.icims email address.
Customer Service Expert employer: Teleperformance
Contact Detail:
Teleperformance 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.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. Be ready to share these stories during your interview to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about landing the job. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Expert
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about customer service, make sure your written application highlights your excellent verbal and written communication skills. Use clear and confident language to demonstrate how you can adapt your style to suit different audiences.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Customer Service Expert role. Mention any relevant experience in contact centres or similar environments to catch our eye.
Highlight Your Team Spirit: We love team players! In your application, share examples of how you've collaborated with others to achieve shared goals. This will show us that you’re not just a lone wolf but someone who thrives in a close-knit team.
Be Yourself and Be Resilient: Let your personality shine through! We value emotional intelligence and resilience, so don’t hesitate to share experiences where you’ve handled pressure or resolved challenges. Remember, we want to see the real you, so be authentic!
How to prepare for a job interview at Teleperformance
✨Know Your Customer Service Basics
Brush up on the key principles of customer service before your interview. Understand what exceptional service looks like and be ready to share examples from your past experiences that demonstrate your ability to handle queries effectively.
✨Showcase Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might even want to prepare a few scenarios where you successfully resolved customer issues, highlighting your adaptability in communication styles.
✨Demonstrate Team Spirit
This position values collaboration, so be prepared to discuss how you've worked as part of a team in previous roles. Share specific instances where you contributed to a shared goal or helped a colleague, showcasing your ability to work well with others.
✨Prepare for Pressure Situations
Given the high-pressure nature of the job, think of examples where you've thrived under stress. Be ready to explain how you maintain composure and focus while meeting tight deadlines or handling multiple tasks at once.