Concessionary Travel Correspondence Support

Glasgow - UK

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

Youll manage high-volume correspondence support the delivery of Scotlands flagship concessionary travel schemes and help millions of people access free and sustainable transport. From handling enquiries and fraud checks to coordinating operational tasks and ensuring compliance your work will be vital to the success of our national travel programs.

If you thrive in a fast-paced environment and want to play a key part in shaping smarter travel solutions wed love to hear from you.

Responsibilities

Responsible for drafting timely correspondence of mailbox enquiries managing the mailbox and providing resilience for other enquiry types (e.g. MiCase PQs FOIs etc.) ensuring these are dealt with in accordance with SG guidelines and filed appropriately.
Process the physical returned cards including identifying cards of fraudulent use and providing detail to the Product Data and Analysis team for further analysis.
Provide wide ranging general and admin support to the Business and Operations Unit within BCAT.

Responsibilities

Success profile

Success profiles are specific to each job and they include the mix of skills experience and behaviours candidates will be assessed on.

Technical / Professional Skills:

Connections and Communications

Communicates with clarity and purpose when dealing with customers and stakeholders including being able to gather key information through questioning listening and empathy.
Understands and can explain the boundaries of key operating procedures policies and entitlements.
Explains the rationale for any decisions and the processes available to deal with appeals or complaints.

Experience

Routes in and transferrable skills

Solid foundations in Operational Delivery support transition into this role good awareness typically seen in Job roles in Operational Delivery and Help Advice and Support will compliment routes into the Operational Support role.

Behaviours:

Managing a Quality Service - Level 2
Working Together - Level 2
Communicating and Influencing - Level 2
Delivering at Pace - Level 2

You can find out more about Success Profiles here: Success profiles: candidate guide -

How to apply

Apply online providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills experience and behaviours listed in the Success Profile above.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.

Please see ourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment this will consist of an interview and Presentation. Assessments are scheduled for w/c 14 February 2026 however this may be subject to change.

Qualifications

About us

Transport Scotland is the national transport agency seeking to deliver a safe efficient cost-effective and sustainable transport system for the benefit of the people of Scotland. Transport Scotland is accountable to Parliament and the public through Scottish Ministers with a budget of around 4 billion per year. Transport is a vital feature of the Scottish Governments focus on increasing sustainable economic growth and transport investments and policies have major impacts on the economy people and the environment.

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including: education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of the UK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

As part of the UK Civil Service we uphold the Civil Service Nationality Rules.

Working Pattern
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for please contact us.

You will require to be office based twice per week.

Security checks

Successful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on theUK Government website or read about the different levels of security checks in ourCandidate Guide.

Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Find out more about our commitment to diversityand how we offer and support recruitment adjustmentsfor anyone who needs them.

Further information
For further information on this vacancy please contact Diane Wilson by email at
Find out more about our organisation what we offer staff members and how to apply on our Careers Website.

Read our Candidate Guidefor further information on our recruitment and application processes.

Apply Before: 3rd February 2026 (23:59) - This role is open to internal candidates OGD and Common Citizenship organisations only.

DescriptionYoull manage high-volume correspondence support the delivery of Scotlands flagship concessionary travel schemes and help millions of people access free and sustainable transport. From handling enquiries and fraud checks to coordinating operational tasks and ensuring compliance your work w...

Description

If you thrive in a fast-paced environment and want to play a key part in shaping smarter travel solutions wed love to hear from you.

Responsibilities

Responsible for drafting timely correspondence of mailbox enquiries managing the mailbox and providing resilience for other enquiry types (e.g. MiCase PQs FOIs etc.) ensuring these are dealt with in accordance with SG guidelines and filed appropriately.
Process the physical returned cards including identifying cards of fraudulent use and providing detail to the Product Data and Analysis team for further analysis.
Provide wide ranging general and admin support to the Business and Operations Unit within BCAT.

Responsibilities

Success profile

Success profiles are specific to each job and they include the mix of skills experience and behaviours candidates will be assessed on.

Technical / Professional Skills:

Connections and Communications

Communicates with clarity and purpose when dealing with customers and stakeholders including being able to gather key information through questioning listening and empathy.
Understands and can explain the boundaries of key operating procedures policies and entitlements.
Explains the rationale for any decisions and the processes available to deal with appeals or complaints.

Experience

Routes in and transferrable skills

Solid foundations in Operational Delivery support transition into this role good awareness typically seen in Job roles in Operational Delivery and Help Advice and Support will compliment routes into the Operational Support role.

Behaviours:

Managing a Quality Service - Level 2
Working Together - Level 2
Communicating and Influencing - Level 2
Delivering at Pace - Level 2

You can find out more about Success Profiles here: Success profiles: candidate guide -

How to apply

Apply online providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the skills experience and behaviours listed in the Success Profile above.

Please see ourcandidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment this will consist of an interview and Presentation. Assessments are scheduled for w/c 14 February 2026 however this may be subject to change.

Qualifications

About us

Our staff are part of the UK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.

We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.

You will require to be office based twice per week.

Security checks

You can find out more about BPSS on theUK Government website or read about the different levels of security checks in ourCandidate Guide.

Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.

Read our Candidate Guidefor further information on our recruitment and application processes.

Apply Before: 3rd February 2026 (23:59) - This role is open to internal candidates OGD and Common Citizenship organisations only.