CUSTOMER INFORMATION ADVISOR (INTERNAL RELIEF)

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CUSTOMER INFORMATION ADVISOR, INTERNAL RELIEF DUNFERMLINE CUSTOMER SERVICE CENTRE 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...

CUSTOMER INFORMATION ADVISOR, INTERNAL RELIEF

DUNFERMLINE CUSTOMER SERVICE CENTRE

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. 

ScotRail is four 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. 

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 involves shift and weekend working.  Relief posts will be required to cover nightshifts.  Relief posts will have a contractual commitment to work, when required by the company up to a maximum of 13 Sunday turns per calendar year.

We offer an attractive reference salary of £31,806 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.

 

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