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.
Not your average role…
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. This is a varied role where no two days are the same.
What you bring
- Clear and confident communication skills, with a high standard of spelling and grammar.
- Ability to remain calm, composed, and focused in challenging situations.
- Strong customer-focused approach, with the ability to deliver excellent service.
- Proven ability to work effectively as part of a team in a fast-paced environment.
- 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.
What we offer you...
ScotRail offer an excellent rewards package including:
- 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.
Selection Process
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. This is a job-share role based on a 35-hour working week.
Equal Opportunities
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.
