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- Tasks: Be the friendly voice helping customers solve problems and guiding their journeys.
- Company: Join a dynamic team at ScotRail, working from home in Scotland.
- Benefits: Earn Real Living Wage with flexible hours and a supportive work environment.
- Why this job: Make a real difference by delivering exceptional customer service every day.
- Qualifications: Experience in a contact centre and strong communication skills are essential.
- Other info: Embrace a culture of collaboration and continuous improvement while growing your career.
The predicted salary is between 20000 - 24000 £ per year.
Job role: – Customer Service Expert
Location: Glasgow onsite only
Hours: 40 hours a week- 7am – 10pm. 5 days worked over Monday – Sunday (must be fully flexible)
Start date: May 2026
Salary: £26,436.80 PA (yearly)
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
What’s in it for you- PERKS PERKS PERKS!
- Perks at Work – Savings Discounts / Free Online Classes
- Help@Hand – Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
- Critical Illness – up to £10,000
- Cycle to Work Scheme
- Eyecare support voucher
- Holiday Purchase Scheme
- Length of Service Awards
- Workplace Pension
- Monthly Inspire Awards – For the best of the best
- Refer-A-Friend earns up to £1,200 for you
- Monthly Wellbeing Webinars
- Dedicated Employee Experience Progress – Here to support TP journey
The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS).
If your application is successful, you will ask you to provide documents/evidence to allow us to perform the below checks:
- Identity check
- Nationality and Immigration Status (including the entitlement to undertake the work we are offering)
- Basic Criminal Records Check
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
Be flexible and ready to adapt! The job requires you to handle various queries, so showcase your ability to think critically and offer solutions. Share examples from your past experiences where you successfully resolved issues.
✨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 Customer Service Expert role with us at ScotRail.
We think you need these skills to ace Customer service expert
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for delivering exceptional customer service shine through. We want to see how you can bring a friendly and helpful attitude to the role!
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in a contact centre environment. We love seeing how your skills align with what we’re looking for, so don’t hold back!
Be Clear and Concise: Use clear and straightforward language in your written application. We appreciate good communication skills, so make sure your writing reflects that – keep it organised and easy to read!
Apply Through Our Website: Don’t forget to apply through our official website! It’s the best way to ensure your application gets to us directly and helps you stand out in the process.
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. Be ready to discuss how you’ve handled difficult situations in the past and what strategies you used to resolve them. This shows that you’re not just familiar with the role, but you also have practical experience.
✨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 examples where your communication made a difference in resolving a customer issue. Remember, it’s all about making a connection!
✨Demonstrate Team Spirit
The job emphasises collaboration, so be prepared to talk about your experiences working in a team. Share specific instances where you contributed to a team goal or helped a colleague out. This will highlight your ability to work well with others, which is crucial for this position.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during your interview. Think about common customer service challenges and how you would handle them. Practising these scenarios can help you respond confidently and show that you’re solution-oriented, which is exactly what they’re looking for!