Customer Service Advisor

6 months ago

Sheffield, United Kingdom First Customer Contact Full time

**Who are we?**

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre uses 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.

**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 job**

As one of our Customer Service Advisors specialising in customer contact via multiple channels, you will provide verbal and written support to customers within agreed time scales and in an appropriate manner.

Our advisors are responsible for a variety of customer support matters which range from handling customer enquiries to resolving customer complaints. Your role will be key in enabling our Customer Voice Team in offering a high level of customer service with the aim to achieve first contact resolution and to meet departmental contractual obligations.

**Expected Start Date: 29th April** - 5 week induction (including a great training programme and a supported grad-bay)

**Salary: £23,400 **(37.5 hour contract)

**Your main responsibilities will be**:

- Deliver exceptional customer service
- Achieve performance objectives while adhering to standards
- Maintain accurate records on our CRM system (Salesforce)
- Respond to customers correspondence according to the relevant passenger charter and business process
- Have an awareness of all business areas to enable you to understand route cause of customer contact and assist with continuous improvement
- Maintain our systems and equipment by reporting any problems
- Attend training to improve personal knowledge and professional development
- Identifying and escalating high profile/priority customer contact to the Management Team

**You'll need to be**:

- Someone who takes ownership of customer issues, solves problems with a focus on helping people
- Strong ability to communicate clearly and effectively verbally and written
- Good listener, who can be empathetic, show patience and adapt their behaviours to suit the customer
- An understanding or ability to learn about the processes with our contact centre
- Resilience when faced with challenging queries
- Be accountable for your own performance and strive to achieve
- Highly motivated and able to work in a fast-paced environment
- Computer literacy Microsoft Office 365 (essential) and ability to use multiple systems

**As a minimum, you will need to have**:

- a proven ability to empathise and understand customer needs
- demonstrate brilliant listening and questioning skills
- a passion for problem solving
- a passion for delivering outstanding customer service
- thrive in a fast paced and ever-changing customer service environment

**About the location**

Sheffield City Centre, ten minutes' walk from the Sheffield Station.

**Working pattern**

Typical rotation - 8-week rotation - 1 in 3 weekends.

Mon - Fri - 8am - 8pm

Sat - Sun - 8am - 11pm

Contact Centre Operational Hours 06:00-23:00 including weekends

**The Reward**
- 25 days Holiday plus National Bank Holidays
- 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 servi

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