Customer Service Team Manager

Join to apply for the Customer Service Team Manager role at First Customer Contact Ltd

This position is part of FirstGroup, the largest rail operator in the UK and second largest bus operator outside London. FirstGroup operates services throughout the UK and Ireland, employing over 30,000 people and focusing on reducing its environmental impact.

About the team

We are continually seeking ways to improve the experience for our customers. 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 handle a variety of matters ranging from processing customer compensation claims to complaints handling, group bookings, assisted/special services, quality assurance, fraud prevention, and retail sales.

About the job

• As a Duty Team Manager you will be responsible for the daily running of a team of advisors (team size: 6‑10 advisors), ensuring a high quality of customer service is maintained throughout.
• You will oversee call handling, email, telesales, and web support, acting as a role model upholding our values around performance and delivery.
• You will be the first point of contact and knowledge base for escalated cases, expected to resolve them quickly and mitigate risk to the business.
• Identify, plan, and deliver continuous improvement to how our services are delivered, ensuring quality and integrity are maintained in daily client interactions.

Main responsibilities

• Provide team management experience to a team of advisors, managing the team\’s work and assigning duties needed to achieve agreed SLA\’s.
• Manage the quality and efficiency of your team\’s work, ensuring compliance in handling customer queries.
• Understand internal policies and processes, ensuring the team adheres to the principles correctly.
• Resolve complex customer queries around tickets, travel information and journey planners while adhering to rail operating companies\’ guidelines.
• Ensure development, training plans and coaching are in place for each team member, reviewing development activity and conducting performance reviews.
• Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues.
• Liaise with the people function regarding employee relations meetings such as absence reviews, return to works, documented discussions and investigations.
• Mitigate client resolutions in line with agreed approval protocol, escalating where necessary.
• Share knowledge and identify training needs to develop and upskill the team.
• Maintain up‑to‑date knowledge of rail and customer contact industry developments.

Minimum qualifications

• Prior experience within a management/supervisor role.
• Previous experience with employee relations meetings (absence reviews/return to works etc.).
• Excellent people management and customer service skills.
• Computer literacy including Microsoft Office 365 and Teams.
• Working knowledge of regulatory issues including GDPR.
• Enthusiastic, proactive, and passionate about providing excellent customer service.
• Able to diffuse difficult situations, articulate client needs and present solutions calmly.
• Organised and efficient with the ability to analyse large amounts of information.
• Exceptional communication skills, both verbal and written.

Location

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

Working pattern

Operational team shift pattern covering 06:00‑23:00 including weekends.

The Reward

• Competitive Pay – salary reflects skills, experience and contribution to the team.
• Free Bus Travel – complimentary travel on FirstGroup buses after 1 month of service.
• Discounted Train Travel – all‑day travel for you and 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 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 needed.

EEO and Diversity

FirstCustomerContactLtd is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, pregnancy, sexual orientation, age, disability, or any other protected status in accordance with applicable law.

We celebrate and encourage diversity of thought and progressive ways of working, ensuring all colleagues grow and thrive. We maintain a zero tolerance toward prejudice and provide flexible working options where possible.