Customer Service Staff (Booking Office/Platform) Area Relief Rural

ScotRail; Inverness; On-site; GBP 22,000 - 38,000; Full time

Job summary

An established industry player is seeking dedicated Customer Service Staff for a temporary role in the Inverness area. This position involves providing high-quality customer service, assisting with ticket sales, and maintaining station environments. The role requires a highly motivated individual who can work flexibly and effectively as part of a team, ensuring customer satisfaction even during disruptions. The company values diversity and offers a range of benefits, including a contributory pension scheme and free rail travel for employees and their families. If you are passionate about customer service and looking for a rewarding opportunity, this role could be the perfect fit for you.

Benefits

Contributory Final Salary Pension scheme

Free and reduced rate rail travel

Generous holiday allowance

Enhanced company sick pay

Life Insurance cover

Discounted gym memberships

Healthcare cashback plan

Qualifications

• Proven track record in delivering high levels of customer service.
• Ability to work under pressure and remain calm during disruptions.

Responsibilities

• Provide high standard customer information and assistance.
• Sale of tickets and maintenance of station environments.

Skills

Customer Service

Communication Skills

Teamwork

Flexibility

Calmness Under Pressure

Education

Customer Service SVQ

Job description

Job Description

CUSTOMER SERVICE STAFF (BOOKING OFFICE/PLATFORM) AREA RELIEF RURAL (TEMPORARY 12 MONTHS)

With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.

Not your average role….

You will be responsible for the provision of relief coverage for station grade posts in the ScotRail Manager Inverness area, including Inverness, Kyle of Lochalsh, Dingwall, Nairn, Aviemore and Kingussie. Responsibilities include:

1. Provision of a high standard of customer information and assistance.
2. Sale of tickets and other rail service products.
3. Maintenance / cleaning of station environments including platforms, waiting areas and toilets.
4. Ensuring that station complies with the Service Quality Incentive Regime.
5. Train dispatch, ensuring that trains leave the station safely and punctually.

What you bring

1. Evidence of a track record in delivering high levels of customer service and how you have used your excellent communication skills in previous roles.
2. Highly motivated and flexible individual.
3. Effective team player who can demonstrate initiative and an ability to work under pressure whilst remaining calm.
4. A Customer Service SVQ would be advantageous as well as an understanding of COSHH.
5. Flexible approach to work and be a good team worker.
6. Ability to remain calm and deal with customers in times of disruption.

Hours of work: 35 hours per week. Flexibility is essential to meet shift requirements. Varied shift patterns. Full clean driving licence and possession of own vehicle is essential for this role.

This role will have a contractual commitment to work, when required by the company, up to a maximum of 13 Sunday turns per calendar year.

We offer an attractive reference salary of £37,648 per annum on completion of training. During training, the trainee salary is £22,147 per annum.

What we offer you

1. Contributory Final Salary Pension scheme
2. Free and reduced rate rail travel for you and your family, where applicable.
3. Generous holiday allowance
4. Enhanced company sick pay and family leave including maternity, paternity and adoption
5. Life Insurance cover for 4 x annual salary
6. Contributory lifestyle benefits options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan

Please note that due to the volume of interest received these vacancies could close prior to the published date.

Selection process:
Selected candidates will be invited to complete an online assessment and if successful attend classroom assessment. Following assessment the next stage will be a competency-based interview. If successful, the next stage will be a medical examination, drug & alcohol screening. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period.

Equal Opportunities
ScotRail is six times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity of our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.