Customer Service Staff- Station Grade B

  • Job Reference: 00002773-1
  • Date Posted: 17 March 2023
  • Recruiter: ScotRail
  • Location: Montrose
  • Salary: £19,993 to £29,652
  • 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 disabled people.  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, disabled people 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.

Duties will include sale of tickets and other rail service products, providing customers with information and assistance.  Maintenance and cleaning of station environments including platforms, waiting areas and toilets, and ensuring also that the station conforms to the service quality requirements. Keeping the station hazard free by carrying out security and health & safety checks. You may also be responsible for ice and snow clearing from platforms.  Train Dispatch duties ensureing that trains leave the station safety & punctually.

We are looking for evidence of a track record in delivering high levels of customer service and how you have used your excellent communication skills in previous roles. You will already be a highly motivated and flexible individual with excellent communication skills. Customer friendly focused you will also be an effective team player who can demonstrate initiative and an ability to work under pressure whilst remaining calm.

Flexibility is essential in order to meet shift requirements .  Earliest start 0600 hours latest finish 22.35 hours (midnight Sunday) 4 day week - 08.45 hours.  Double rest day with 5 day long weekend every 3 weeks.  Sunday working 2 out of 3.

We offer an attractive reference salary of £29,652 per annum on completion of training. During training, the trainee salary is £19,993 per annum.

As this is a safety critical post with rail industry safety requirements, there are certain medical and fitness standards that must be reached for the role.

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: Selected candidates will be invited to complete online & classroom assessment. The final stage will be interview. The next stage for the successful candidate will be a medical, drug & alcohol screen. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six-month probation period. Training initially involves a two-day on-line induction programme.