Customer Service Advisor

Customer Service Advisor – First Customer Contact Ltd

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This range is provided by First Customer Contact Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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First Customer Contact is part of First Group, the largest rail operator in the UK and second largest bus operator in the UK outside London. First Group operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. First Group works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

Who are we?

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.

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 retail sales to individuals and corporates.

• As one of our Customer Service Advisors specialising in Passenger Assistance you will be the first point of contact for customers calling in seeking help and advice when accessing the passenger assistance service
• 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.

Expected

Start Date:

9th February 2026 – 5 week induction including a training programme and supported grad-bay

Please note annual leave will not be available during the training and grad bay period

Your main responsibilities will be:

• 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

As a minimum, you will need to have:

• Empathy with other people's perspectives and the ability to work well with others
• Patience and the ability to remain calm in challenging situations
• Flexible in your approach to work with the ability to adapt to an ever-changing customer services environment
• Ability to accept constructive criticism and feedback
• Resilience when faced with challenging queries
• Good comprehension of English and ability to write English quickly, concisely and effectively
• Demonstrable skills and ability to provide a customer focussed service, responding proactively and positively to challenges, keeping customers informed and managing expectations appropriately.
• Ability to manage situations in which customers are unhappy about the level or quality of service/response and to find solutions to the points raised.
• Capacity to communicate effectively using all forms of media
• Confident in highlighting issues identified while carrying out duties
• Ability to learn and apply policies from the training sessions
• Excellent organisational skills coupled with the ability to prioritise work
• Computer literacy Microsoft office 365 (essential)

About the location

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

Working pattern

37.5 hours per week

We believe great work deserves great rewards. That's why we offer a comprehensive benefits package…