Customer Service Advisor

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: 15th April 2024 - 5 week induction (including a great training programme and a supported grad-bay!)

Salary: £22,900 (£11.74 per hour, 37.5 hour contract).

Your main responsibilities will be:

• Deliver exceptional Customer Service
• Respond to inbound calls, emails and complaints from customers
• 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 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.