Job Overview
Position: Customer Service Expert.
Location: Glasgow onsite only.
Hours: 40 hours a week – 7am to 10pm, 5 days over Monday to Sunday (must be fully flexible).
Start date: July 2026.
Salary: £26,436.80 per annum.
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!
Responsibilities
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, 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.
- 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 consistently meet set targets.
Attributes
- Excellent verbal communication skills.
- Excellent written communication 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 handling high-pressure situations.
- Ability to relate to others positively and build strong working relationships.
- Resilience and ability to work under pressure.
Values
- Process Excellence – Doing things well and always striving to improve work.
- Collaboration – Enjoys working with others and as a team player.
- Communication – Speaks and writes clearly and confidently.
- Emotional Intelligence – Empathises, is kind, and good with others.
- Open-Mindedness – Open to different ways of thinking and new ideas.
- Critical Thinking – Thinks logically when making decisions.
- Solution Orientation – Forward-thinking mindset focused on resolving challenges.
- Entrepreneurship – Takes ownership, not afraid to take on new tasks, develops and has a self-driven mindset.
Benefits
- Perks at Work – Savings discounts / free online classes.
- Help@Hand – Savings discounts / podcast / wellbeing resources / webinars / access to GP’s, mental health, financial, and legal advice.
- Critical Illness cover – up to £10,000.
- Cycle to Work Scheme.
- Eyecare support voucher.
- Holiday purchase scheme.
- Length of service awards.
- Workplace pension.
- Monthly Inspire awards – for the best of the best.
- Refer‑a‑friend – earn up to £1,200.
- Monthly wellbeing webinars.
- Dedicated Employee Experience Progress – support trainee journey.
Background Checks
The role requires vetting to Baseline Personnel Screening Standard (BPSS).
- Identity check.
- Nationality and immigration status (including entitlement to work).
- Basic criminal records check.
#J-18808-Ljbffr…