Job role: Scotrail - Customer Service Expert
Location: Work from home (MUST live in Scotland) - option to work onsite in our Glasgow office is available. Ask us for more details!
Hours: 37.5 hours a week- 7am - 10pm. 5 days worked over 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 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 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
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!!
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