Customer service expert

Role Overview 40 hours a week– 7am to 10pm. Five days, Monday to Sunday (must be fully flexible). Expected to fully accommodate train schedules until July 2026. A smooth journey isn’t just about being on time; it’s 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 guide customers through their journeys with ScotRail. Responsibilities The main purpose of the role includes 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 passionate about delivering exceptional customer service, offering solutions and first contact resolutions, and able to take initiative while working as part of a close-knit team. Qualifications and Experience Proven experience in a contact centre environment. Experience on a train operating company preferred but not essential. Experience in a high-quality measured role. Liaising with a team and multi-tasking to achieve shared goals. Attention to detail. Initiative and teamwork skills. Consistently meeting set targets. Excellent verbal communication skills. Ability to adapt communication style/method to suit the audience. Organized and methodical with an eye for detail. Computer literacy – MS Word, Excel, e-mail. Ability to work to tight deadlines. Handling high-pressure situations. Positive relationship building with others. Resilience and ability to work under pressure (current formal warnings & attendance records considered). Strive to improve work. Enjoy working in a team. Clear and confident speaking and writing. Emotionally intelligent, empathic, kind, good with others. Open to different ways of thinking and new ideas. Logical decision-making. Forward-thinking mindset focused on resolving challenges. Ownership, self-driven mindset, willingness to take on new tasks. Benefits and Perks Perks at Work – Savings discounts, free online classes. Savings discounts, podcasts, wellbeing resources, webinars, access to GP’s, mental health support, financial advice, legal advice. Critical illness cover – up to £10,000. Cycle to Work scheme. Holiday purchase scheme. Length of service awards. Monthly inspire awards for outstanding performance. Refer‑a‑Friend earning up to £1,200. Monthly wellbeing webinars. Dedicated employee experience progress – support T–P journey. Checks and Vetting The role requires that you are vetted to Baseline Personnel Screening Standard (BPSS). If your application is successful, you will be asked to provide documents/evidence for the following checks: Identity check. Nationality and immigration status (including entitlement to undertake the work offered). Basic criminal records check. #J-18808-Ljbffr