[ScotRail | Chartered Institution of Railway Operators]
Job role: Customer Service Expert
Location: Work from home (MUST live in Scotland)
Hours: 37.5 hours a week- 10am – 7pm Monday-Sunday (must be fully flexible)
Start date: November 2025
Salary: Real Living Wage
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 AHT’s and KPI’s whilst ensuring quality standards are met and are always adhered to in line with client requirements.
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 on the SET campaign, or an alternate 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! (even if you do say so yourself!!..)
* 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.
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.
If this sounds like it could be your next stop.. Apply and start your journey!!
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