Contact Centre Agent

About Strathclyde Partnership for Transport (SPT)

SPT is Scotland's largest Regional Transport Partnership, serving over 2.2 million residents across 12 local authorities in the West of Scotland. The organisation coordinates local councils and major partners to develop an integrated, sustainable transport system that fosters economic growth, reduces inequality, and enhances quality of life.

SPT aims to create a world-class low-carbon transport network that meets current and future community needs. It combines strategic planning, rigorous analysis, and practical implementation, collaborating with governments, operators, and communities to evolve transport services across all modes including buses, subways, and infrastructure programs.

Currently, SPT is undergoing major changes with ambitious projects like Bus Reform and Clyde Metro, aiming to transform how public transport is managed and delivered with a strong focus on passenger priorities, community engagement, and sustainability. The organisation values public service, teamwork, and offers an impactful working environment for professionals seeking to make a difference.

Role Overview

The Contact Centre Agent will join the team focused on enhancing customer service delivery for SPT. Key responsibilities include managing high volumes of inquiries related to Concessionary Travel (National Entitlement Card), MyBus services, and general corporate queries. Tasks involve handling both inbound and outbound calls, responding to customers, and completing administrative duties. The role reports to Contact Centre Team Leaders.

Candidate Profile

Applicants should possess prior experience in a contact centre or similar customer-facing role within the service industry. The ideal person is self-motivated, capable of working independently, yet enjoys collaborating with colleagues. Strong organizational, verbal, and written communication skills are essential, alongside reliability and flexibility.

Working Conditions

This is a full-time position (35 hours per week) from Monday to Friday, with occasional requirements outside normal office hours to meet operational needs. The workplace is located at Buchanan Bus Station, Killermont Street, Glasgow, with a hybrid work model allowing up to 40% remote work.

Additional Information

The role is classified as medium risk under SPT’s Alcohol and Drugs policy, thus subject to random and cause-based testing.

Benefits

• 231 hours annual leave and public holidays (increase to 287 hours after 5 years)
• Participation in Local Government Pension Scheme with employer contributions
• Group Life Assurance
• Focus on continuous learning and career development
• Employee Travel Pass Scheme including free Glasgow Subway travel and a pass for a household member
• Salary Sacrifice scheme for bus or rail season tickets, subsidised up to £667
• Additional perks such as Cycle to Work Scheme, Employee Assistance Programme, Long Service Awards, and Credit Union membership

Equal Opportunities and Recruitment Process

SPT welcomes applications from diverse backgrounds and operates blind recruitment to eliminate bias by anonymizing personal details during assessment. The organisation is committed to fairness and inclusion regardless of age, disability, gender identity, sexual orientation, religion, belief, or race. Candidates requiring special accommodations may contact SPT referencing the job.