Customer Service Staff (Booking Office/Platform)

CUSTOMER SERVICE STAFF (BOOKING OFFICE/PLATFORM)

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….

You will be responsible for the provision of a high standard of customer information and assistance. Maintenance / cleaning of station environments including platforms, waiting areas and toilets. Ensuring that station complies with the Service Quality Incentive Regime.  In some roles you may also be responsible for the dispatch of trains, ensuring services depart at the scheduled time.

What you bring

• Evidence of a track record in delivering high levels of customer service and how you have used your excellent communication skills in previous roles.
• Highly motivated and flexible individual.
• Effective team player who can demonstrate initiative and an ability to work under pressure whilst remaining calm. 
• A Customer Service SVQ would be advantageous as well as an understanding of COSHH.
• Flexible approach to work and be a good team worker.
• Ability to remain calm and deal with customers in times of disruption. 

Hours of work: 35 hours per week.  Flexibility is essential to meet shift requirements as role covers Monday – Sunday. Various shifts involved. 

Should you be successful for a relief post you will have a contractual commitment to work, when required by the company up to a maximum of 13 Sundays per calendar year.

We offer an attractive reference salary of £32,845 per annum on completion of training. During training, the trainee salary is £ 22,147 per annum.

What we offer you

ScotRail offer an excellent rewards package including

• Contributory Final Salary Pension scheme
• Free and reduced rate rail travel for you and your family, where applicable.
• 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 benefits options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan

Please note that due to the volume of interest received these vacancies could close prior to the published date.

Selection process:

Selected candidates will be invited to complete on-line assessment, some roles may also involve classroom assessment.  Following success at assessment the next stage will be a competency-based interview. If successful, the next stage will be a medical examination, which may also involve drug/alcohol screening for certain roles.  Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period.

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 backgrounds.