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For Companies At a Glance
- Tasks: Collaborate with teams to design systems that enhance customer support and improve service delivery.
- Company: Join First Rail, a leading UK rail operator focused on customer experience.
- Benefits: Enjoy 25 days holiday, travel discounts, and employee share schemes.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: IT knowledge, experience in Agile, and strong communication skills required.
- Other info: Hybrid working options available; modern office in Sheffield city centre.
The predicted salary is between 36000 - 60000 £ per year.
First Rail is one of the UK's most established and forward-thinking rail operators, connecting millions of customers every year across a diverse portfolio that includes Great Western Railway, TransPennine Express, Avanti West Coast, and our open-access operators Hull Trains and Lumo. Together, we support more than 300 million passenger journeys annually, operating everything from high-speed intercity services to commuter, regional, and sleeper routes across the UK. At the heart of our operation is a relentless focus on customer experience. We are continuously evolving how we serve our customers, investing in industry-leading digital platforms and technology to deliver fast, reliable, and high-quality support at every touchpoint.
Our Customer Contact Centre plays a critical role in this journey, ensuring customer enquiries are resolved efficiently, consistently, and with care. Our delivery teams support a wide and varied range of customer services, including Delay Repay and compensation claims, complaints handling, group travel, assisted and special services, retail sales for individuals and corporate customers, as well as quality assurance and fraud prevention. This breadth of responsibility creates a dynamic, high-impact environment where technology, data, and people come together to improve outcomes for customers every day.
About the job
Reporting to the Head of IT & Applications, the Business Analyst will take responsibility for consulting with internal customers and the wider group to discover and design systems and solutions. The role will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, retail sales, quality assurance and fraud analysis.
Your main responsibilities will be:
- Collaborate with stakeholders to identify business needs, goals, and objectives.
- Conduct research and analysis to identify trends and best practices in the industry.
- Develop and document business requirements, including functional specifications and user stories.
- Work with project teams to design and implement business solutions, including systems and processes.
- Analyse data to identify trends, patterns, and opportunities for improvement.
- Prepare reports and presentations to communicate findings and recommendations to stakeholders.
- Monitor and track project progress, identifying potential issues and risks and providing recommendations for mitigation.
- Support the testing and validation of new systems and processes to ensure they meet business requirements.
- Provide training and support to end-users to ensure successful adoption of new systems and processes.
As a minimum, you will need to have:
- A broad range of IT knowledge including infrastructure, security, and applications.
- Strong understanding of Salesforce Service Cloud ecosystem.
- Understanding of intelligent automation technologies such as chatbots and AI in the context of Customer Contact Centres.
- Sound understanding of digital landscapes.
- Understanding and mapping user journeys.
- Experience managing IT projects spanning multiple teams and business areas.
- Experience in working in an Agile environment.
- Strong written, verbal and visual communication skills.
- Writing and refining user stories, including definition of Acceptance Criteria.
- Facilitating discovery and design sessions to define requirements and the solution.
- Ability to build and maintain good Client relationships.
- Strong decision making and judgement, influencing, and presentation skills.
- Any knowledge of Call Centre or Rail Industries would be advantageous.
About the location
This role is based at our modern offices in Sheffield city centre, located approximately ten minutes' walk from Sheffield Station. Hybrid working arrangements may be considered, however regular attendance at the Sheffield office will be required to support effective collaboration, stakeholder engagement, and delivery. Travel to other UK locations will be required as appropriate to support business needs.
Working pattern
37.5 hours per week, between 0800 and 1800 Monday to Friday; some weekend working by exception. 3 days per week in the office.
The Reward
- 25 days Holiday plus National Bank Holidays.
- 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.
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider.
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.
Business Analyst in Sheffield employer: First Customer Contact Ltd
Contact Detail:
First Customer Contact Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Analyst in Sheffield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working at First Rail. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching First Rail's projects and values. Show them you’re not just another candidate; you’re genuinely interested in how they operate and how you can contribute.
✨Tip Number 3
Practice your problem-solving skills! As a Business Analyst, you'll need to demonstrate your analytical thinking. Use real-world scenarios to showcase how you’d tackle challenges in customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the First Rail team.
We think you need these skills to ace Business Analyst in Sheffield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Business Analyst role. Highlight your experience with IT projects, Salesforce Service Cloud, and any relevant skills that align with the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since strong communication is key in this role, use clear and concise language in your application. Whether it's your user stories or project reports, demonstrate your ability to convey complex information effectively. We love a good storyteller!
Highlight Your Analytical Mindset: As a Business Analyst, you'll need to analyse data and identify trends. Include examples of how you've done this in previous roles. We’re looking for someone who can turn numbers into actionable insights, so don’t hold back on showcasing your analytical prowess!
Apply Through Our Website: We encourage you 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’s super easy – just follow the prompts and let us know why you’d be a great fit!
How to prepare for a job interview at First Customer Contact Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of the Salesforce Service Cloud ecosystem and intelligent automation technologies. Being able to discuss how these tools can enhance customer service will show that you're not just familiar with the tech, but you understand its application in a real-world context.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've analysed data to identify trends or improve processes. Bring along any reports or presentations you've created in the past to demonstrate your ability to communicate findings effectively to stakeholders.
✨Engage with Stakeholders
Think about how you would approach collaborating with various stakeholders. Be ready to share your strategies for identifying business needs and objectives, as well as how you facilitate discovery and design sessions to define requirements.
✨Be Agile and Adaptable
Since the role involves working in an Agile environment, be prepared to discuss your experience managing IT projects across multiple teams. Highlight your flexibility and decision-making skills, especially in situations where you had to adapt to changing requirements or overcome challenges.