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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 Real Living Wage, enjoy flexible hours, and work from home.
- Why this job: Make a real difference by solving problems and guiding customers.
- Qualifications: Experience in a contact centre and strong communication skills are essential.
- Other info: Perfect for those who thrive in a fast-paced, collaborative environment.
The predicted salary is between 24000 - 36000 £ per year.
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
Customer Service Expert (Bristol Area) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Expert (Bristol Area)
✨Tip Number 1
Get to know the company! Research ScotRail and understand their values and mission. This will help you tailor your conversations 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 service 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 be prepared to showcase your problem-solving skills. Think of examples from your past experience 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 tech-savvy and comfortable with online processes, which is a big plus for a Customer Service Expert.
We think you need these skills to ace Customer Service Expert (Bristol Area)
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 Experience: We want to see how your previous experience aligns with the role. Be specific about your time in a contact centre environment and any relevant campaigns you've worked on. This helps us understand how you can hit the ground running!
Highlight Teamwork and Initiative: This job requires a close-knit team approach, so don’t forget to mention your ability to work collaboratively. Share examples of how you've taken initiative in past roles while still being a supportive team player.
Keep It Organised and Detailed: Attention to detail is key! Make sure your application is well-structured and free from errors. This not only shows your organisational skills but also reflects your ability to meet quality standards, which is super important for us.
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Expert. Familiarise yourself with ScotRail's services and common customer queries. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Skills
Prepare examples from your past experience that highlight your customer service skills, especially in high-pressure situations. Think about times when you resolved issues quickly or worked effectively as part of a team. Be ready to discuss these during the interview!
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on your verbal and written communication skills, as these are crucial for the role. Practising will help you feel more confident and articulate during the actual interview.
✨Be Yourself
While it's important to be professional, don't forget to let your personality shine through! The company values emotional intelligence and collaboration, so showing your genuine self can help you connect with the interviewers and demonstrate that you're a good fit for the team.