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- Tasks: Provide written support to customers via email, letter, and live chat.
- Company: Join FirstGroup, a leading UK transport employer committed to outstanding customer experiences.
- Benefits: Competitive pay, free bus travel, discounted train travel, and generous holiday allowance.
- Other info: Located in Sheffield city centre with excellent career growth opportunities.
- Why this job: Make a real difference in customer service while developing your skills in a supportive environment.
- Qualifications: Strong English skills, customer-focused attitude, and ability to handle challenging situations.
The predicted salary is between 26267 - 26267 £ 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.
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.
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! Research FirstGroup and their customer service values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customer correspondence, brush up on your writing and speaking abilities. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen to join the team at First Customer Contact.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for customer service and how you can contribute to our team.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Mention specific examples of how you've handled customer queries or complaints in the past – we love seeing those real-life stories!
Keep It Clear and Concise: We appreciate a well-structured application. Use clear language and get straight to the point. Remember, as a Customer Service Advisor, you'll need to communicate effectively, so show us you can do that right from the start!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at First Customer Contact Ltd
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand how to handle complaints and provide effective solutions. This will help you demonstrate your ability to manage customer expectations and resolve issues during the interview.
✨Familiarise Yourself with the Company
Research FirstGroup and its commitment to customer experience. Knowing their values and services will allow you to tailor your answers and show that you're genuinely interested in being part of their mission to make travel simpler and more reliable.
✨Practice Your Written Communication Skills
Since the role involves responding to emails and live chats, practice writing concise and clear responses. You might even want to simulate a few customer queries and draft replies to showcase your ability to communicate effectively under pressure.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer situations. Think of examples from your past experiences where you successfully resolved issues or improved customer satisfaction. This will help you illustrate your problem-solving skills and customer focus.