At a Glance
- Tasks: Deliver exceptional customer service and resolve inquiries via calls and emails.
- Company: Join FirstGroup, a leading UK transport employer committed to outstanding customer experiences.
- Benefits: Enjoy competitive pay, free bus travel, discounted train fares, and generous holiday allowance.
- Other info: Dynamic work environment in Sheffield city centre with flexible shift patterns.
- Why this job: Be the first point of contact, making a real difference in customers' travel experiences.
- Qualifications: Passion for customer service, excellent communication skills, and resilience in challenging situations.
The predicted salary is between 26267 - 26267 £ per year.
Salary: £26,267 (37.5 hour 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 – Voice Department
You would be the first point of contact for all customers dealing with incoming calls. As a Customer Service Advisor you are responsible for a variety of customer support matters which range from handling customer enquiries to resolving customer complaints. You will provide excellent customer service support both verbally and written where required to customers within agreed time scales and in an appropriate manner. Your role is key in achieving the aim of first contact resolution and meeting departmental contractual obligations.
Your main responsibilities will be:
- Deliver exceptional customer service
- Respond to inbound calls, emails and complaints from customers
- Achieve performance objectives while adhering to standards
- Maintain accurate records on our CRM system (Salesforce)
- Have an awareness of all business areas to enable you to understand root 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:
- A passion for delivering excellent customer service
- 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
- Excellent verbal communication skills
- Good comprehension of English and ability to write English quickly, concisely and effectively
- Demonstrable skills and ability to provide a customer focused 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
- Active listening skills
- 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 Three available shift patterns:
- Earlies: 6am – 2:30pm. 1 in 2 weekends
- Rotational: 8am – 8pm Weekdays, 8am – 11pm Weekends. 1 in 3 weekends
- Evenings: 12:30pm – 9pm / 2:30pm – 11pm Alternate Weeks - Weekdays only
Contact Centre Operational Hours 06:00-23:00 including weekends
Benefits 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 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.
Customer Service Advisor in Sheffield employer: First Customer Contact
First Customer Contact is an exceptional employer, offering a vibrant work culture in the heart of Sheffield, where you can thrive as a Customer Service Advisor. With a commitment to employee growth and well-being, we provide competitive pay, generous holiday allowances, and unique benefits like free bus travel and discounted train fares, ensuring that our team feels valued and supported while making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at First Customer Contact. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like First Customer Contact before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to First Customer Contact:Your cover letter is your chance to shine! Tell us why you want to work at First Customer Contact specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at First Customer Contact!
How to prepare for a job interview at First Customer Contact
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
