Customer Service Advisor - Specialist

Who we are

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.

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 retails sales to individuals and corporates.

• At First Customer Contact, the Specialist Sales team are responsible for complex bookings, and a direct contact for a variety of companies up and down the UK.
• You will act as the point of contact for our clients and our important customers, assisting with reporting and analysis of sales data.
• As well as working with internal reporting, to help monitor and fix any issues the greater sales team may encounter, as well as supporting the team leader to deliver strong accuracy within the team.
• The role will also involve direct sales for our important customers; these bookings require strong attention to detail to ensure complex bookings can be fulfilled expediently and accurately.

Salary: £25,604 (37.5 hour contract)

• Deliver exceptional customer service
• Respond to emails, letters and live chat enquiries from our important customer base
• Achieve performance objectives while adhering to standards
• Create reports related to our specialist sales team and the high value sales
• Maintain accurate records on our CRM system (Salesforce)
• Respond to customers correspondence according to the relevant passenger charter and business process
• Attend training to improve personal knowledge and professional development
• A flexible approach to undertaking duties to reflect operational requirements

• Excellent verbal communication skills
• 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.
• A good understanding of reporting sales data
• 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
• Active listening skills
• Computer literacy Microsoft office 365 (essential)

• A passion for delivering excellent customer service
• 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

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

37.5 hours per week. Typical rotation:
Mon – Fri 8am – 6.30pm. Contact Centre Operational Hours 06:00-23:00 including weekends.

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…