Quality Support Coach

Who are we?

First Customer Contact sits at the heart of First Group's commitment to delivering outstanding customer experiences. As an established, multi‑brand contact centre, we support millions of passengers across First Rail's operations, including Great Western Railway, Avanti West Coast, Hull Trains and Lumo. Our teams play a vital role in helping customers travel with confidence across intercity, commuter, regional and sleeper services.

We use industry‑leading systems and a continually evolving service model to ensure every customer receives timely, accurate and empathetic support. From compensation and complaints handling to group travel, assisted travel services, retail sales, fraud prevention and quality assurance, our specialist teams manage a wide range of customer needs with professionalism and care. As part of First Group, the UK's largest rail operator and one of the country's biggest transport employers, First Customer Contact contributes to a wider mission: making travel simpler, more reliable and more sustainable.

With circa 30,000 colleagues across the UK and Ireland, First Group is committed to reducing environmental impact and delivering transport services that help people move better every day.

• The Quality Team is responsible for the quality management processes. They will support the Operational Management Team by identifying process improvements and delivering training to maximise operational efficiency and deliver a better service for our customers.
• Reporting to the Quality Manager the successful applicant will conduct internal audits and analyse metrics to determine where quality issues have arisen; they will devise and implement action plans to improve performance and mitigate business risk.

• Facilitate learning from audits and calibration sessions
• Work closely with operational teams to embed best practices
• Act as a visible presence to reinforce quality standards in real time
• Serve as a Subject Matter Expert (SME) for their assigned service line, helping to streamline communication and ensure quality is embedded in daily operations

• Collaborating with client-facing teams to ensure quality standards align with client expectations and contractual obligations
• Developing tailored quality reports and dashboards that offer transparency and drive data-informed discussions with clients
• Acting as a liaison between operations and clients, ensuring that feedback loops are closed and that service improvements are communicated effectively
• Building trust and credibility through consistent, high-quality interactions and a visible commitment to continuous improvement

• Experience of working in a similar role within a customer contact centre environment
• Understanding of how to link training and quality with improving NPS and CSAT scores
• Knowledge & ability to use relevant internal systems
• Previous rail industry experience an advantage
• A self-starter who is results‑driven with high levels of self‑motivation, energy and initiative
• Proven ability to work under pressure to tight deadlines, without compromising quality of output
• Ability to thrive under pressure amidst changing business priorities
• Excellent communication skills, both written and verbal
• Act with integrity, tact & diplomacy
• Strong awareness of risk and the importance of controls and escalation

Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.

37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception.

We believe great work deserves great rewards. That's why we offer a comprehensive benefits package designed to support your lifestyle, well-being, and future:

• Competitive Pay – We offer a salary that reflects your skills, experience, and the valuable contribution you'll make to our team.
• Free Bus Travel – Complimentary travel on First Group buses for you after 1 month of service.
• Discounted Train Travel – Enjoy all day travel for you, friends and family for as little as £6 across Avanti…