Customer Information Advisor Shift & Relief

December 23, 2025

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<h2>Job Description</h2><div>CUSTOMER INFORMATION ADVISOR, SHIFT & RELIEF 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 … 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. What you bring * Ability to remain calm and focused during difficult situations. * The successful candidates will be a clear speaker and proficient in spelling and grammar. * Customer focused. * Demonstrate their ability to work as part of a team within a fast-paced environment. * Computer literate. * Proficient in working with and accessing various types of computer software. * Able to carry out investigations and make decisions in line with ScotRail policies. * 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. The shift post involves shift and weekend working. If the post you are selected for is a general-purpose relief post you will cover for holidays, training, sickness, etc. Rest days will be fixed but shifts on work-days can change at short notice so will require a degree of flexibility. It will include working 13 Sunday shifts per year and will be allocated to suit business needs. We offer an attractive reference salary of £34,434 per annum. 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, where applicable. * 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. Please note that due t the volume of interest received these vacancies could close prior to the published date. Selection process: Short-listed candidates will be required to complete online assessment. If successful following assessment you will be asked to attend a competency-based 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 attendance on our virtual Induction Training Programme. Equal Opportunities ScotRail is six times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity of 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, and people from ethnically diverse backgrounds.</div>

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