Customer Service Advisor

2 weeks 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 four franchises Great Western Railway, South Western Railway, Avanti West Coast and our open access operators Hull Trains & 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 will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

First Customer Contact aims to attract high calibre applicants by ensuring that recruitment and selection processes are effective, systematic and fair, and promote equality of opportunity regardless of any protected characteristic as defined by the Equality Act 2010, membership of any trade union, or social class or background.

**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**

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**

**Your main responsibilities will be**:

- Deliver exceptional customer service
- Achieve performance objectives while adhering to standards
- Maintain accurate records on our CRM system
- Respond to customers correspondence according to the relevant passenger charter and business process
- Work across all business areas to understand route cause of customer contact and assist with continuous improvement
- Maintain our systems and equipment by reporting any problems
- 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

**Working pattern**

You will work on a shift rotation between the hours of 08:00 - 18:30, Monday to Friday.

**Additional Information**

A basic salary of **£22,400** (_£11.49 per hour, 37.5 hours per week_), along with a yearly tenure bonus on your anniversary

**The Reward**
- A Travel Pass which entitles you to free travel on the FirstGroup Bus.
- Discounted travel for you and your family on our trains (Avanti West Coast, Great Western Railway, Hull Trains, Lumo and Southwestern Railway) _after 6 months of service_
- 25 days holiday (plus Public Holidays)
- Contributory pension scheme
- Discounted Gym Membership to help you stay fit for less
- Discounts at over 100 retailers, including well-known high-street shops, cinema tickets, flights, and holiday bookings through our in-house rewards package.
- Discounts on selected local retailers & brands
- Engaging and vibrant environment
- Team outings & competitions

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.



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