Overview
Customer Service/Dispatch Staff Job-Share
Contract – Permanent
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… As a key member of our front-line team at Dundee, you’ll deliver exceptional customer service to our travelling passengers, ensuring their journey is smooth, safe, and enjoyable. You’ll be responsible for the timely dispatch of trains, helping services run efficiently and on schedule. Whether it’s providing travel updates, answering questions, or offering assistance, you’ll be a friendly and knowledgeable point of contact for our customers throughout their journey.
Responsibilities
Note: The job description focuses on customer service, dispatch responsibilities and ensuring efficient service delivery.
* Provide exceptional customer service to travelling passengers and act as a friendly, knowledgeable point of contact throughout their journey.
* Assist with the timely dispatch of trains and support services to help operations run on schedule.
* Provide travel updates, answer questions, and offer assistance as needed.
What you bring (Qualifications)
* A positive and enthusiastic attitude with a genuine passion for customer service
* Excellent communication and interpersonal skills
* A flexible approach to working hours and tasks
* Strong team player who supports colleagues and contributes to a positive working environment
* Confidence in engaging with customers and handling queries professionally
What we offer you (Benefits)
* Contributory Final Salary Pension scheme.
* Free and reduced rate rail travel for you and your family.
* Generous holiday allowance.
* Enhanced company sick pay and family leave including maternity, paternity and adoption.
* Life Insurance cover for 4 x annual salary.
* Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan.
Salary
Training salary: £22,944 per annum, pro rata
Qualified salary: £30,843 per annum, pro rata
Hours of Work
Alternative Week Schedule:
* Week 1: 4 shifts of 8.75 hours (total 35 hours)
* Week 2: Non-working week
* Week 3: 4 shifts of 8.75 hours (total 35 hours)
* Pattern continues on a fortnightly basis
* Shift Rotation: Shifts vary weekly
* Includes Sundays on a rotational basis
Important Note
This is not a part-time role (not 17.5 hours per week). Full-time hours are worked every alternate week.
Selection Process
Selection process: Candidates short-listed will be invited to complete online assessment and attend an assessment centre. Following assessment successful candidates will be invited to attend a competency-based interview. The final stage for successful candidates will be a medical examination and drug & alcohol screening. Training initially involves a 2-day virtual induction Training Programme.
Medical Fitness: Due to the nature of the post and rail industry safety requirements there are certain medical & fitness standards that you would require to meet.
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 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 background.
Note: Please note that due to the volume of interest received these vacancies could close prior to the published date.
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