Customer Service Representative

3 weeks ago

Aldershot, Hampshire, United Kingdom FirstGroup Full time

Position Overview:

As a Customer Service Representative, you play a pivotal role in enhancing our customers' travel experiences. Your expertise and friendly demeanor provide essential guidance and information, ensuring that customers select the most suitable tickets for their journeys.

Being the initial point of contact for our customers, whether they seek information or wish to purchase tickets, your primary goal is to equip them with everything necessary for a confident and enjoyable travel experience.

Your Key Responsibilities Include:

  • Engaging with customers in the station area to assist with ticket purchases and recommend optimal travel routes.
  • Proactively guiding customers through self-service machines, ensuring they select the correct tickets while educating them on machine usage.
  • Utilizing various technologies and performing routine maintenance on ticket vending machines.
  • As you gain experience, you will become a knowledgeable resource regarding not only our services but also key destinations and local transport options.
  • Demonstrating flexibility in your approach, you will handle a variety of tasks, ensuring the station meets the quality and safety standards expected by our customers. This may include checking equipment functionality, maintaining cleanliness, and providing assistance to customers.
  • To empower you in delivering exceptional customer service, we will provide you with the necessary tools, including advanced technology for real-time service updates and a comprehensive training program to equip you with the knowledge required for effective ticketing.

Minimum Qualifications:

  • Organized, proactive, and capable of efficiently prioritizing tasks.
  • Able to manage repetitive tasks under pressure.
  • Excellent communication skills with a passion for working with people.
  • Confident in approaching and engaging with new individuals.
  • Dedicated to providing outstanding service – no task is too small.

Applicants requiring a visa must have a minimum of 6 months remaining at the time of appointment. Full-time training commitment is essential.

Work Schedule:

Our customers rely on us throughout the week, and as part of the station team, you will be expected to work shifts at various times, including weekends.

On average, you will work 37 hours per week across 5 days, with shifts scheduled as follows:

  • Sunday: 07:25 - 19:15
  • Monday - Saturday: 06:46 - 14:46
  • Monday - Saturday: 14:15 - 21:40

Compensation and Benefits:

Initial training salary: £24,440 plus £999 regional allowance per annum.
Upon full training: £26,102 plus £999 regional allowance per annum.

Opportunities for additional earnings may arise through overtime or working on rest days, potentially increasing your overall pay to approximately £32,000 per annum plus regional allowance.

In addition to a competitive salary, we offer a range of valuable benefits, including:

  • Complimentary duty and leisure travel on our services for employees.
  • Free leisure travel for spouses/partners and dependents (subject to criteria).
  • 75% discount on various other train operating companies.
  • Comprehensive training and development support.
  • A wide array of exclusive retail offers.
  • Robust pension scheme.

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