PA over night supervisor

2 weeks ago

Sheffield, Sheffield, United Kingdom FirstGroup Full time

Who are we?

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

About the job

  • As a Supervisor within our Passenger Assist team, you will provide support to your overnight team in ensuring customers' contact through email, web forms and inbound calls are resolved in an appropriate manner.
  • Your role will ensure we meet departmental objectives and effectively address issues for our customers while maintaining a high standard of customer satisfaction across our overnight service.
  • You will be involved with a range of customer support including booking assistance, general advice, ticket sales and liaising with customers affected by travel disruptions.

Your main responsibilities will be:

  • Provide supervision to the overnight passenger assist team.
  • Deliver exceptional customer service.
  • Ensure customer satisfaction levels are maintained across the night service.
  • Respond to emails, webforms and customer calls in a timely manner.
  • Respond to customer contact according to the relevant passenger charter and business process.
  • Achieve performance objectives while adhering to standards.
  • Maintain accurate customer records on our CRM system (Salesforce)
  • Identify and escalate high profile/priority customer contact to the relevant management team.
  • Work across different business areas to understand the root cause of customer contact and assist with continuous improvement.
  • Continuously strive to improve personal knowledge and development via training sessions

As a minimum, you will need to have:

  • Prior experience within a management / supervisor role
  • Passion for delivering excellent customer service.
  • Computer literacy (Microsoft Office 365)
  • Patience and empathetic nature with a calm head to deal with difficult calls.
  • Flexible in your approach to work due to an ever-changing customer services environment
  • Strong Stakeholder Management
  • Proven ability to highlight issues and provide solutions in a customer centric manner.
  • Excellent organisational skills with an ability to prioritise work.
  • Excellent verbal and communication skills
  • Previous experience within a corporate environment / rail industry is desirable but not essential.

About the location

Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.

Working pattern

Operational team shift covering Saturday and Sunday 21:00 – 8:00

20 hours per week

The Reward

£15,745.55 Base Salary

£ Night Allowance

Total Remuneration: £17,269

  • 25 days Holiday plus National Bank Holidays (pro-rata)
  • Travel Offers for Bus and Rail*
  • Payroll Giving – donate directly from your pay to a Charity of your Choice
  • Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
  • All employee Share Schemes*
  • Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
  • Buy as You Earn - allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
  • Employee Assistance Helpline – free, confidential employee support service provided by an independent provider

*after 6 months of employment

We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

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