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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 the UK's largest rail and bus operator.
- Benefits: Enjoy shopping discounts, payroll giving, and employee share schemes.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Empathy, patience, and strong communication skills are essential.
- Other info: Dynamic work environment in Sheffield city centre with great career growth.
The predicted salary is between 24000 - 36000 £ per year.
Customer Service Advisor – First Customer Contact Ltd
Join to apply for the Customer Service Advisor role at First Customer Contact Ltd.
Pay
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.
Direct message the job poster from First Customer Contact Ltd.
Internal Recruiter for First Customer Contact
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.
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.
About the job
- 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 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 FirstGroup buses for you after 1 month of service.
- Discounted Train Travel – Enjoy all day travel for you and your family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) and Lumo after 6 months of service.
- Generous Holiday Allowance – 25 days of annual leave plus public holidays.
- Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme.
- First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more.
- 24/7 Employee Assistance Programme – Confidential support whenever you need it, because your wellbeing matters.
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.
https://www.healthassured.org/blog/neurodiversity/
Seniority level: Entry level
Employment type: Full-time
Job function: Customer Service
Industries: Travel Arrangements
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Customer Service Advisor employer: First Customer Contact Ltd
Contact Detail:
First Customer Contact Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on First Customer Contact and FirstGroup. Understanding their values and services will help you connect better during the conversation.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling tricky questions or complaints during the interview.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your empathy, patience, and resilience. These are key traits for a Customer Service Advisor, so make sure to share examples of how you've used them in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're keen and professional, which can set you apart from other candidates.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your relevant experience and skills that match the job description, like your ability to handle customer complaints and provide excellent service.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your strong written communication skills. Use clear and concise language in your application to show that you can communicate effectively, just like you would with customers.
Be Yourself: Let your personality shine through in your application! We want to see who you are beyond your qualifications. Share any experiences that showcase your empathy, patience, and resilience in challenging situations.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at First Customer Contact Ltd
✨Know the Company Inside Out
Before your interview, take some time to research First Customer Contact and its parent company, FirstGroup. Understand their values, mission, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Empathy Skills
As a Customer Service Advisor, empathy is key. Prepare examples from your past experiences where you've successfully handled customer complaints or difficult situations. Highlight how you managed to stay calm and find solutions, as this will resonate well with the interviewers.
✨Practice Common Customer Service Scenarios
Think about typical customer service scenarios you might face in this role, such as dealing with an unhappy customer or processing a complaint. Practising your responses can help you feel more confident during the interview and demonstrate your problem-solving skills.
✨Be Ready for Role-Play
Interviews for customer service roles often include role-play exercises. Be prepared to engage in a mock call or email exchange. Approach these exercises with a positive attitude, showcasing your communication skills and ability to think on your feet.
