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- Tasks: Be the first point of contact for customers, handling calls and resolving queries.
- Company: Join First Customer Contact, part of FirstGroup, the UK's largest rail and bus operator.
- Benefits: Enjoy 25 days holiday, travel discounts, shopping perks, and employee share schemes.
- Why this job: Gain valuable experience in customer service while working in a supportive and inclusive environment.
- Qualifications: Passion for customer service, excellent communication skills, and resilience in challenging situations.
- Other info: Located in Sheffield city centre, with flexible working options available.
The predicted salary is between 22000 - 29000 £ per year.
Who are we?
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 team
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 improving the experience for our customers by providing customer support in a variety of methods ranging 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.
About the job – Voice Department
You would be the first point of contact for all customers dealing with incoming calls. As a Customer Service Advisor you are responsible for a variety of customer support matters which range from handling customer enquiries to resolving customer complaints. You will provide excellent customer service support both verbally and written where required to customers within agreed time scales and in an appropriate manner. Your role is key in achieving the aim of first contact resolution and meeting departmental contractual obligations.
Salary: £26,267 (37.5 hour contract)
Rotational: 8am – 8pm Weekdays, 8am – 11pm Weekends. 1 in 3 weekends
Start Date: 28th July 2025
Please note annual leave will not be available during the training and grad bay period.
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)
- Have an awareness of all business areas to enable you to understand root 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:
- 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
- Resilience when faced with challenging queries
- 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 focused 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
- Active listening skills
- 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
Rotational: 8am – 8pm Weekdays, 8am – 11pm Weekends. 1 in 3 weekends
Contact Centre Operational Hours 06:00-23:00 including weekends
Benefits
- 25 days Holiday plus National Bank Holidays (pro-rata)
- 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.
Customer Service Advisor employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Customer Service Advisor. Understanding the specific tasks, such as handling complaints and processing customer enquiries, will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Practice your verbal communication skills. Since you'll be the first point of contact for customers, being able to articulate your thoughts clearly and confidently is crucial. Consider role-playing common customer scenarios with a friend.
✨Tip Number 3
Research FirstGroup and its commitment to customer service. Being knowledgeable about the company’s values and initiatives can set you apart in interviews, showing that you're genuinely interested in being part of their team.
✨Tip Number 4
Prepare to discuss how you handle challenging situations. Think of examples from your past experiences where you've successfully resolved customer issues, as this will highlight your resilience and problem-solving skills.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Customer Service Advisor. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service. Use bullet points to make it easy to read, and include specific examples of how you've delivered excellent customer service in the past.
Write a Strong Cover Letter: Your cover letter should express your passion for customer service and your ability to handle challenging situations. Mention specific skills such as empathy, patience, and resilience, and provide examples of how you've used these skills in previous roles.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial in a customer service role.
How to prepare for a job interview at First Group
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering excellent customer service. Share specific examples from your past experiences where you went above and beyond to help a customer, as this will demonstrate your commitment to the role.
✨Demonstrate Empathy and Patience
During the interview, highlight your ability to empathise with customers and remain calm in challenging situations. You might want to prepare a scenario where you successfully handled a difficult customer interaction, showcasing your patience and problem-solving skills.
✨Familiarise Yourself with CRM Systems
Since the role involves using Salesforce, it’s beneficial to have a basic understanding of CRM systems. If you have experience with similar software, mention it during the interview, or take some time to learn about Salesforce beforehand to show your initiative.
✨Prepare for Common Customer Service Scenarios
Anticipate questions related to handling complaints and providing solutions. Prepare answers that reflect your proactive approach to resolving issues and managing customer expectations, as this is crucial for achieving first contact resolution.
