About Company
ScotRail, a part of Transport Scotland, is at the heart of Scotland’s public transport network, connecting communities and enhancing the lives of millions. We pride ourselves on delivering a safe, reliable, and comfortable service across the nation. Our commitment extends beyond just transport; we are dedicated to fostering a positive passenger experience, prioritising safety, and contributing to a greener future for Scotland. We believe our strength lies in our people – dedicated professionals who are passionate about service excellence and making a real difference in the daily journeys of our customers. Joining ScotRail means becoming part of a vital service that plays a crucial role in Scotland’s economy and social fabric, within a company that invests in its employees’ development and well-being.
Job Description
Are you a proactive individual with an unwavering commitment to safety and exceptional customer service? ScotRail is seeking a dedicated Train Conductor to join our team, focusing on superior passenger support within the dynamic rail environment. This isn’t just a job; it’s a vital role at the forefront of our operations, ensuring the safety, comfort, and satisfaction of our passengers as they travel across Scotland. As a Train Conductor, you will be the face of ScotRail, responsible for more than just ticket validation – you will be a key communicator, a problem-solver, and an essential point of contact for all our customers on board.
Your day will be varied and fast-paced, encompassing everything from making clear public announcements and providing essential travel information to assisting passengers with special needs, managing unexpected disruptions, and ensuring strict adherence to all safety protocols. You will work collaboratively with the train driver and other station staff to deliver seamless journeys, often operating independently and making critical decisions under pressure. This role requires flexibility to work various shifts, including evenings, weekends, and public holidays, reflecting the 24/7 nature of our services. If you thrive in a customer-centric environment, possess strong communication skills, and are dedicated to maintaining the highest standards of operational safety, we encourage you to apply and help us keep Scotland moving.
Key Responsibilities
- Ensure the safe operation and dispatch of trains, strictly adhering to all railway rules and regulations.
- Provide exceptional customer service, including offering assistance, travel information, and resolving passenger inquiries or issues promptly and professionally.
- Validate and issue tickets, handle cash and card transactions, and manage onboard sales effectively.
- Make clear, concise, and timely public announcements regarding journey progress, connections, and any service disruptions.
- Implement emergency procedures and act decisively in situations requiring immediate attention, prioritising passenger and staff safety.
- Assist passengers with reduced mobility, luggage, and other accessibility needs, ensuring an inclusive travel experience.
- Collaborate effectively with train drivers, dispatchers, and station staff to ensure smooth and efficient train operations.
- Conduct safety checks of train carriages and equipment as required.
- Complete all necessary paperwork and reporting accurately and promptly.
Required Skills
- Proven experience in a customer-facing role (minimum 2 years).
- Excellent verbal and written communication skills, with the ability to make clear announcements.
- Strong problem-solving and decision-making abilities, especially under pressure.
- A diligent approach to following strict safety procedures and guidelines.
- High level of integrity and responsibility.
- Ability to work effectively both independently and as part of a team.
- Basic numeracy skills for handling transactions and ticket sales.
- Flexibility to work varied shifts, including weekends, evenings, and public holidays.
Preferred Qualifications
- Previous experience within the transport or service industry.
- Familiarity with the Scottish railway network.
- First Aid certification.
- Proficiency in additional languages (desirable but not essential).
Perks & Benefits
- Competitive salary package and a generous pension scheme.
- Extensive training and career development opportunities.
- Free/discounted rail travel for you and eligible family members.
- Comprehensive health and well-being support programs.
- Generous holiday allowance.
- Uniform provided.
- Employee assistance program.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your application includes a detailed resume and a compelling cover letter highlighting your customer service experience, commitment to safety, and why you are the ideal candidate for a Train Conductor role with ScotRail. We look forward to reviewing your application.