Job Overview

Start Date: 7th February 2022

Salary: Â£17,374.50

Site: Scotland based, ideally Glasgow or surrounding areas to attend client meetings.  This is a work from home role.

Hours: Full-time, 37.5 hours per week.  Fully flexibility required Monday to Sunday 7am-10pm, open 365 days

Training Duration: 1 week

Contract: Permanent

Traveline Scotland provide impartial, accurate, door-to-door public transport information between any two locations in Scotland and from Scotland to major destinations in other parts of the UK.  We help customers to plan a journey, view timetables or find next departures for any bus, train, coach, ferry, tram or Glasgow Subway service in Scotland.

We also accurately log and record any call regarding the Trunk Road Network in Scotland and liaise with major Road Operating Company control rooms and provide any relevant updates on the Trunk Road Network. This line is classed as an emergency line and remains open 24hrs.

What else does the role involve?

To accurately log any call regarding misuse of the Concession Card scheme in Scotland

To assist callers to Lothian Bus with any timetable, lost property, complaints or general enquiry

To assist with general inquiries and complaints

Skills needed to be a Customer Service Representative

We are looking for the following skills and attributes:

• Strong verbal and written skills with the ability to show attention to detail
• Ability to establish collaborative customer relationships in a fast-paced environment.
• A good attitude and the ability to interact with lots of different people.
• Professional and friendly telephone manner
• Customer Service experience
• Experience of working in a target driven environment to a high standard.
• PC skills, and the ability to navigate multiple systems competently, with ease.
• A good consistent typing speed
• Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence.
• Able to work within a fast paced, engaging environment