Customer Experience Agent

Job reference: SYS-8642

Location Shared Services
Business Area / Department Abellio Shared Services Centre ~ Customer Experience
Type of Role Full time and Part time
Salary & Benefits £19,305
Closing Date 06/10/2022
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Customer Experience Agent

Job reference: SYS-8642

Additional Documentation

Customer Experience Agent

A fantastic opportunity is now available to join our Customer Experience team at Abellio Shared Services in the centre of Glasgow. Our team provide several services including Customer Experience, Finance and Payroll. We are a vibrant, friendly office, where our people are committed to delivering the best experience for our customers. 

We offer a competitive salary and great benefits including hybrid working. Our people are our greatest strength and live by our values of Genuine, Professional, Pro-Active & Inclusive, so come and join our team! 

The Role: 

You will be dealing with customers queries, complaints, and refund requests. The role involves handling incoming telephone calls and emails covering a variety of query types working to average handling time targets.

You should have: 

  • Effective communication skills, written and verbal.
  • An enthusiastic, self-motivated, and outgoing nature. 
  • Computer literacy skills. 
  • Proactive problem-solving skills. 
  • Ability to understand and resolve customer enquiries in a time sensitive manner. 
  • A positive, resilient, assertive, and professional nature.  
  • The ability to be flexible and stay calm under pressure. 
  • Strong time management skills to meet deadlines. 
  • Ability to work within a team setting with adaptable and interpersonal skills.  
  • Being able to always encompass the Abellio values, Genuine, Proactive, Professional, and Inclusive. 

What you will get: 

  • £19,305 pro rata
  • Permanent role
  • Monday – Sunday, Full time - 37.5 hours, Part Time - 16 hours per week

Our Benefits: 

  • Discretionary rail travel across Scotrail services
  • Discretionary bonus scheme
  • 34 days holiday (including public holidays) with option to buy 
  • Competitive pension scheme 
  • Private medical insurance 
  • Employee Assistance Programme and Mental Health Support 
  • Dress for your Day 

For more details & to apply please visit our website:

Closing date 6th October 2022.