Customer Information Advisor, General Purpose Relief

  • Job Reference: 00002774-1
  • Date Posted: 17 March 2023
  • Recruiter: ScotRail
  • Location: Glasgow
  • Salary: £30,006
  • Sector: Train Operations, Other Rail Jobs
  • Job Type: Permanent

Job Description

ScotRail has played a critical role in keeping people moving during the pandemic, with services helping get key workers and others to where they need to be. There has been significant investment across the network to electrify lines, and on new and upgraded trains. This helped to deliver ScotRail’s highest ever score for customer satisfaction in the most recent National Rail Passenger Survey. With more than 5,000 employees, we are looking for people who are focussed on our customers, to continue delivering the best possible service for people throughout the country.

Twice accredited as a Top Employer and having achieved Investors in Diversity, we value our people and aim to inspire, attract, and keep the best talent and provide our people with a safe place to truly thrive at work. 

We are dedicated in helping to close the diversity gap across the rail industry and would love to see more young people, women, people from ethnically diverse backgrounds, LGBT+ employees and the differently abled.  Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but add to it.

At ScotRail, we proactively embrace diversity across our workforce. To build a more sustainable future, we need the best team- a team with a diverse mix of people and skills, where everyone feels valued and heard and able to thrive. We recognise that we are under-represented in terms of women, young people, the differently abled and people from ethnically diverse backgrounds. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent the communities we serve.

THE ROLE: The purpose of this role is to oversee the safety and security of our customers and staff.  Working within one of our CCTV Control Rooms you will be responsible for engaging with staff and customers and processing CCTV images.  Your aim is to inform and resolve customer enquiries at first point of contact.  During disruption you will utilise all available channels to keep customers updated and provide advice on alternative travel arrangements.  This will include making announcements at stations.  You will be required to monitor live CCTV images at stations and carry out investigations into incidents captured on ScotRail CCTV systems. 

THE PERSON:  The person must be a clear speaker and proficient in spelling and grammar.  You must be able to remain calm and focused during difficult situations.  The successful candidate will be customer focused and able to demonstrate their ability to work as part of a team within a fast-paced environment.

KNOWLEDGE/SKILLS: The candidate must be computer literate and proficient in working with and accessing various types of computer software.  They must be able to carry out investigations and make decisions in line with ScotRail policies.  A good knowledge of the railway geography and the local area would be advantageous.

If selected for this post you may be required to attend court to provide evidence in relation to an incident where CCTV has been provided by ScotRail.     

Hours of work: 35 hours week. This post will cover early, late and nightshift and will be based in Paisley Gilmour Street Customer Service Centre.  The post is a general relief post which will cover for holidays, training, sickness, etc.  Rest days will be fixed but shifts on work-days can change at short notice so will require a degree of flexibility.  It will include working 13 Sunday shifts per year and will be allocated to suit business needs.  We offer an attractive reference salary of £30,006 per annum.

We’ll ensure you’re rewarded for your contribution with a competitive package that includes:

Contributory Final Salary Pension scheme
Free and reduced rate rail travel for you and your family, where applicable.
Generous holiday allowance
Hapi benefits package, offered to everyone at ScotRail

Selection process: Short-listed candidates will be required to complete online and classroom assessments. If successful following assessment you will be asked to attend an interview. The final stage will be a medical online questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period. Training initially involves a 2- day on-line Induction training programme.