Contact Centre - Customer Services Associate

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. As part of our team at Paisley Customer Service Centre you will play a key role in supporting the safety and security of our customers and staff. Based in one of our busy CCTV Control Rooms, you’ll be the first point of contact for enquiries - helping customers with clear, accurate information and resolving issues wherever possible. When disruption occurs, you’ll use all available channels to keep customers updated, including making station announcements and advising on alternative travel options. A key part of the role will also involve monitoring live CCTV footage across stations and investigating incidents captured on ScotRail systems. Strong customer-focused approach, with the ability to deliver excellent service. * Computer literate, with confidence in using and navigating multiple software systems. * Strong attention to detail, with the ability to carry out investigations and make sound decisions in line with ScotRail policies and procedures. Contributory Final Salary Pension scheme. * Free and reduced rate rail travel for you and your family. * 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 benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan. If selected for this post, you may be required to attend court to provide evidence in relation to incidents where CCTV has been supplied by ScotRail. You will also complete an online assessment and a competency-based interview, which may include a short additional task to assess relevant skills for the role. ScotRail is seven times accredited as a Top Employer and 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 diversity strengthens our organisation and enriches our workplace, we are committed to continually improving representation across our workforce. We particularly welcome applications from women, disabled people, individuals from ethnically diverse communities, LGBT+ people, and young people, who are currently under‑represented in our workforce.