Customer service expert (Glasgow)

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: july 2026Salary: £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. ExperienceProven experience in a Contact Centre environmentExperience on train operating company would be preferred but is not essentialProven experience of working in a high-quality measured roleProven experience of liaising with a team and multi-tasking to achieve a shared goalProven ability to pay close attention to detailProven ability to use initiative as well as work as part of a teamProven ability to be able to consistently meet set targetsAttributes we would love for you to have! (even if you do say so yourself!!..)Excellent verbal communications skillsExcellent written communication skillsExcellent ability to adapt communication style/method to best suit the audienceOrganised and methodical, with an eye for detailComputer literacy is essential including MS Word, Excel and E-mailAbility to work to tight deadlinesProven experience of being able to handle high pressure situationsAbility to relate to others in a positive manner and build strong working relationshipsAbility 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 stageValues 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 playerCommunication- You can speak and write clearly and in a confident mannerEmotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with othersOpen-Mindedness-You are able to be open to different ways of thinking and new ideasCritical Thinking- You are able to think logically when making decisionsSolution Orientation- Having a forward thinking mindset focused on resolving challenges