Service Quality Inspector

6 months ago

Glasgow, United Kingdom Scottish Government Full time

Overview:
Transport Scotland is the national transport agency for Scotland and accountable to Parliament and the public through Scottish Ministers, with a budget of around £3.5 billion per year. Transport is a vital feature of the Scottish Government’s focus on increasing sustainable economic growth, and transport investments and policies have major impacts on the economy, people and the environment.

To ensure ScotRail and the Caledonian Sleeper meet their commitments in each Agreement there are systems for monitoring agreed aspects for performance and maintenance. Part of this process is known as the Service Quality Inspection Regime (SQUIRe) and monitoring is conducted through a cycle of a four weekly audit periods by a team of Service Quality Inspectors. The inspectors perform audits on three main agreed service quality areas namely stations, trains and CCTV.

As part of the Service Quality Inspection (SQUIRe) Team within Transport Scotland’s Rail Directorate, this post will see successful applicants undertake audits of ScotRail and Caledonian Sleeper stations and trains ensuring they meet the standards documented in the Agreements.

The role of a Service Quality Inspector in not an office based role and requires individuals who enjoy working outdoors and can work unsupervised. You will enjoy traveling throughout Scotland both driving and on the rail network. You will be a strong decision maker as the entire role is based on the ability to make decisions without having to refer to senior colleagues. However you must also be able to recognise when assistance and a second opinion is required.

This post is based on a 5 over 7 pattern and therefore requires an element of flexibility as scheduled shifts can include early starts, late finishes and weekend work, all of which attract the relevant remuneration. A more detailed explanation of frequency of shifts can be requested.

**Responsibilities**:

- Conduct station and train inspections of the entire Scottish network to a high standard utilising the knowledge gained through understanding the Grant Agreement whilst adhering to strict health and safety procedures. This will include an element of early starts or late finishes, weekend work and overnight stays away from home.
- Conduct inspections at the CCTV control centres at Paisley and Dunfermline.
- Record your inspection findings along with notes, maps and photographic evidence.
- Regular submission of your results but a minimum on completion of your scheduled duties.
- Regular interaction with internal and external staff including station and train staff and ScotRail/Caledonian Sleeper Managers.
- When necessary you will be required drive the pool vehicle to locations to conduct inspections.
- When necessary, provide additional information or clarity regarding your inspection results to ScotRail or Caledonian Sleeper staff by acting as initial point of call for clarifications.
- Provide administrative support as and when required.
- Provide training to new members of staff as and when required.

**Competencies**

Self Awareness

Information Management

Communications and Engagement

Customer Service

Essential Criteria & Qualifications:
There are no formal qualifications for this post.

**Essential Criteria**
1. Strong planning and organisational skills, as well as a proven ability to quickly re-prioritise workloads with flexibility to meet evolving demands and manage competing responsibilities and tasks.
2. Strong interpersonal, communication and engagement skills and an ability to communicate clearly, effectively and concisely to a range of stakeholders.
3. Have experience of autonomy and decision making.
4. Have experience of problem solving by interpreting (sometimes complex) rules, guidance or precedence.

**Minimum Time in Post**
You will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade.

**Location**

The post is a full time role, but staff with different working patterns are invited to apply, and we will assess proposed working patterns against the business requirements for this post.

**Additional Information**

**Important Information regarding Interviews**
Interviews may be conducted in a virtual/remote setting. All applicants must ensure that they have a suitable space to complete the virtual interview via MS Teams and ensure that Wi-Fi/Broadband capacity will be sufficient to carry both audio and video feeds to undertake the interview.

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors.

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