At a Glance
- Tasks: Be the friendly voice helping customers solve their queries and guide them on their journeys.
- Company: Join a dynamic team at ScotRail, dedicated to exceptional customer service.
- Benefits: Enjoy perks like discounts, wellbeing resources, and a supportive work environment.
- Other info: Flexible hours with opportunities for career growth and recognition.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 26436 - 26436 € per year.
Location: Glasgow onsite only
Hours: 40 hours a week - 7am - 10pm. 5 days worked over Monday - Sunday (must be fully flexible)
Start date: July 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 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
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 Resources / 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 be asked 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 in Dalserf employer: Teleperformance
At ScotRail, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Glasgow. Our commitment to employee growth is evident through our extensive perks, including wellbeing resources, professional development opportunities, and a supportive team environment that fosters collaboration and innovation. Join us to be part of a dynamic team dedicated to delivering outstanding customer service while enjoying a range of benefits designed to enhance your work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer service expert in Dalserf
✨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 ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a challenging situation into a positive outcome. This will demonstrate your ability to handle high-pressure situations effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer service expert in Dalserf
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Expert role. Highlight your relevant experience in contact centres and any specific skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills:Since this role is all about communication, don’t hold back! Use clear and confident language in your written application. We’re looking for someone who can express themselves well, so let your personality shine through your words.
Be Detail-Oriented:Pay close attention to the details in your application. Double-check for any typos or errors, as we value precision and organisation. A polished application shows us you care about the quality of your work, which is super important in customer service!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Teleperformance
✨Know the Company
Before your interview, take some time to research ScotRail and their customer service values. Understanding their mission and how they operate will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Experience
Be ready to discuss your previous experience in a contact centre environment. Prepare specific examples of how you've handled high-pressure situations or resolved customer queries effectively. This will demonstrate your capability and fit for the role.
✨Demonstrate Communication Skills
Since excellent verbal and written communication skills are crucial for this position, practice articulating your thoughts clearly. You might even want to do a mock interview with a friend to refine your responses and ensure you come across as confident and articulate.
✨Emphasise Teamwork and Initiative
Highlight your ability to work as part of a team while also taking initiative. Share examples of how you've collaborated with colleagues to achieve shared goals or how you've taken ownership of tasks in previous roles. This will align with the company's values and show you're a great fit.
