Customer service expert
Teleperformance
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Benefits offered by this job
Job summary
Teleperformance in Glasgow is seeking a Customer Service Expert to handle inbound calls and emails, guiding customers through their journeys with rail services. This onsite role requires flexibility across early and late shifts, with a start window in September or October 2026.
You will resolve queries, provide first-contact resolutions, and contribute to a collaborative, customer-focused team that values attention to detail and initiative.
Qualifications
- 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.
Responsibilities
- Receiving inbound telephone calls / emails and resolving or taking appropriate action on all kinds of queries.
- Efficiently and effectively handle cases, meeting the required standards.
- Deliver exceptional customer service, offering solutions and first contact resolutions.
- Take initiative while working as part of a close-knit team to create a dynamic and robust team.
Skills
Tools
Job description
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 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
- 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
- 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
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