Customer Service Representative - Traveline Scotland

Overview

Start date: 01 October 2026

Rate of Pay: £12.71 per hour

Location: Work from Home - must live in Scotland or have extensitve knowledge of Scotlands travel systems/roads

Shifts: Part time 20 hours per week. Shift times to be confirmed but must be fully flexible Monday to Sunday.

Training: Remote

The Role

We are seeking dedicated Contact Centre Agents to join our team.

This role involves giving transport information for residents of Scotland and therefore you must live in Scotland to be considered for this role.

Key Responsibilities

• Agent will be first point of contact for customers looking for travel and journey information using various methods of public transport. Trained advisors can plan journeys, offer timetable information, advise on service disruption and offer fare information (where available).

• Agents will also receive calls from the public reporting road incidents, concerns or queries. The incidents and concerns must be logged by the agent and either resolved or communicated to the network operator responsible for the area in which the incident occurred. The accuracy and precision on these reports are of most importance as they can dealing with emergency situations and the impact on the Trunk Road network.

• Agents will also deal with various out of hours customer service lines including lost property/complaints and issues on the network.

• Agents must have excellent customer service, listening & communication skills, good at report writing, understanding and empathy and have the ability to remain calm under pressure.

What else do we need from you?

• Strong verbal and written skills with the ability to show attention to detail
• Ability to establish excellent customer relationships in a fast-paced environment
• A can-do attitude with the ability to interact with lots of different people
• Professional and emotional stability, able to remain professional and maintain professionalism and provide consistent customer service when engaging with Claimants
• PC skills, and the ability to navigate multiple systems competently, with ease
• A good consistent typing speed and the ability to multi task
• Take ownership of situations with positivity, resilience and a dedicated approach to providing service excellence
• Processes will be ever evolving and it is essential that you are adaptable and open to change

Benefits of being a Customer Service Representative

• On-line recruitment process, with potential job offer within 24 hours and fully paid training
• 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Lifestyle Benefits programme - featuring thousands of discounts, special offers and exclusive employee deals from many retailer partners and also free wellness, kids, and learning classes through our own Community Online Academy.
• Refer & Earn Scheme - earn up to £900 for referring a friend to work for TP! And £300 for your friend too!
• Employee welfare support with free access to our Mental Health Employee Assistance programme, available 24 hours/365 days' year and our Interactive Health and Wellbeing Hub
• Life Assurance Cover &Pension Scheme
• Length of Service and monthly recognition awards
• Opportunities for career development and progression