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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.
- Other info: Dynamic work environment in Sheffield city centre with great career growth.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Empathy, patience, and strong communication skills are essential.
The predicted salary is between 24000 - 36000 £ per year.
Customer Service Advisor – Customer Relations
6 month Fixed Term Contract
Who are we?
First Customer Contact sits at the heart of FirstGroup’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 FirstGroup, one of the UK’s leading rail operators 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, FirstGroup is committed to reducing environmental impact and delivering transport services that help people move better every day.
About the job – CR Department
- As one of our Customer Service Advisors specialising in customer correspondence, you will provide written support to customers’ through email, letter and live chat within agreed time scales and in an appropriate manner.
- Our advisors are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling.
- Your role will be key in enabling our Customer Support Team to meet departmental objectives and to effectively address issues for our customers.
Salary: £26,267 Pro-rata – 6 month fixed term contract (37.5hrs)
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 emails, letters and live chat enquiries 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
- Work across all business areas 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
- A flexible approach to undertaking duties to reflect operational requirements
As a minimum, you will need to have:
- 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.
- Collect evidence and investigate customer compensation claims
- 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
Typical rotation: Mon – Fri – 8am – 6.30pm
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 (pro rata)
- 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.
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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.