Customer service expert

Tp-8f723eaf; Glasgow; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Perks at Work

Savings Discounts

Free Online Classes

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards

Refer-A-Friend bonus

Wellbeing Webinars

Employee Experience Progress

Job summary

ScotRail is seeking a customer service professional to answer calls and support emails, guiding customers through their journey with the railway. You will resolve queries and take appropriate actions, aiming for first contact resolution.

The successful candidate will be passionate about delivering exceptional service, capable of working in a high-pressure environment, and will join a close-knit team with flexible hours and BPSS screening requirements.

Qualifications

• Proven experience in a Contact Centre environment.
• Experience on train operating company would be preferred but is not essential.
• Proven ability to meet set targets and work under pressure.

Responsibilities

• Handle inbound calls and emails to resolve queries.
• Guide customers through their journeys with ScotRail and provide first contact resolutions.
• Work as part of a close-knit team to maintain high service standards.

Skills

Contact centre experience

Train operating knowledge

Communication skills

Attention to detail

Team player

High pressure resilience

Time management

MS Word Excel Email

Tools

MS Word

Excel

Email management

Job description

40 hours a week- 7am - 10pm. 5 days worked over Monday - Sunday (must be fully flexible)

September/October 2026

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 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.

• 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
• Excellent verbal communications 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
• Doing things well means something to you and you will always strive to improve on your work
• - You enjoy working with others and you like working as a team player
• You can speak and write clearly and in a confident manner
• - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others
• You are able to be open to different ways of thinking and new ideas
• You are able to think logically when making decisions
• Having a forward thinking mindset focused on resolving challenges
• 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
• ########### - 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
• Holiday Purchase Scheme
• Length of Service Awards
• 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

Expected Salary (this is not sent to the employer)

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