Customer service expert

hours a week- 7am - 10pm. 5 days worked over Monday - Sunday (must be fully flexible)

September/October 2026

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 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

Valueswe look for you to have:

Process Excellence-

Doing things well means something to you and you will always strive to improve on your work

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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

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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

Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset

What's

in it for you- PERKS

PERKS

PERKS

!

Perks at Work - Savings Discounts / Free Online Classes

- Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP's, Mental Health Support, Financial Advice, Legal Advice

Critical Illness - up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards - For the best of the best

Refer-A-Friend earns up to £1,200 for you

Monthly Wellbeing Webinars

Dedicated Employee Experience Progress - Here to support TP journey

The role you are applying for, requires that you are vetted to Baseline Personnel Screening Standard (BPSS).

If your application is successful, you will ask you to provide documents/evidence to allow us to perform the below checks:

Identity check

Nationality and Immigration Status (including the entitlement to undertake the work we are offering)

Basic Criminal Records Check