Customer Resolutions Advisor

As part of the Customer Resolution team, working within the First Bus National Contact Centre, your primary duties will be to log, investigate and respond to customers queries, local authority cases and escalated complaints received, either in writing or by telephone. The investigation will involve liaising with senior stakeholders across the business and within the operating companies and depots directly, ensuring that up to date and accurate information is provided, and specific outcomes are agreed and communicated to the customer.

You will be required to review and respond to high level complaints that have been sent to the team mailboxes from Group Executive teams, Divisional MDs, Senior Leadership Teams, stakeholders and Members of Parliament, as well as complaints that have been raised by external bodies, i.e. Bus Users UK or local authorities including South Yorkshire Passenger Transport Executive and West Yorkshire Metro.

Delivering a high level of customer service will be critical to the success in this role, and in particular ensuring customer queries and complaints are responded to in accordance with all First Bus policies and processes. You will be expected to take ownership of the customer interaction and resolve all communication in a timely manner, ensuring that any feedback/complaint is fully addressed. Duties will also include supporting other colleagues within the National Contact Centre where required.

Key Accountabilities
- Engaging with a wide-ranging demographic of customers to resolve customer queries, using your communication and problem-solving skills to obtain the relevant information and assist the customer, ensuring all points raised are addressed
- Providing a high level of personalised customer service at all times, putting the customer at the heart of everything we do
- Leading by example to achieve all KPIs and target levels
- Responsibility to manage and triage all inbound customer complaints and escalations
- Multitasking on computer-based programmes, recording case notes, using systems to find specific information
- Build and maintain relationships with key stakeholders across our Operating Companies to identify and resolve reoccurring complaint themes

Skills, Experience and Qualifications required
- Previous complaints management experience
- A vibrant, enthusiastic individual who is passionate about providing excellent customer service at all times
- Outstanding written and verbal communication skills, with the ability to change and adapt your style and tone of voice to suit the needs of the audience and customer
- Ability to network with the wider team across multiple functions
- Proactive in utilising information from a number of systems and resolving problems
- Ability to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
- Ability to multi-task, priorities and manage a multitude of customer contacts / communications
- Previous experience of working to KPIs, in particular focused on delivery and quality
- A high level of IT skills including Microsoft packages
- Ability to work well under pressure in a fast-paced contact centre
- A strong CX ethos, with experience in a customer facing role, ideally working for a service-focused business (transport, retail and customer facing sectors preferred) which is driven by quality and service
- Ability to work autonomously, delegate and prioritise
- Ability to remain calm under pressure, always with a high attention to detail

**What can we offer you?**
- Free bus pass for you and your family on joining
- 25 days Annual Leave + Bank Holidays
- First Xclusives - Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
- First My Rewards - Discounted train travel for you and your family after 6 months service - travel as far as London or Edinburgh for £6
- Generous pension and shares scheme
- Employee Assistance Programme - 24hr, 365 days a year mental health support

**Welcome to First Bus**

At First Bus, we're proud to be part of so many journeys. We're part of first days at school, dream-job interviews, major sporting events and even life-changing events. Be it behind the wheel, or behind the scenes, we help people get to all of life's destinations.

And every day, we're working hard to make our services easier to use, more accessible, more reliable and more sustainable. We're not perfect, but we're clear about where we're going and how we'll get there. We want to be known for forward-thinking innovation, operational excellence and providing a best-in-class service. To deliver our ambition, we have a pretty neat plan laid out, and we'd love for you to join us for the next stage of your journey, and ours.

**Ref**:022189

**Company**:First Bus

**Website Skillset**:All Other Roles

**Contract Type**:Permanent - Full Time

**Contracted Hours**:37.50

**Location**:Victoria Place, Leeds

**Salary**:25,