At a Glance
- Tasks: Book and manage transport services while ensuring customer satisfaction.
- Company: Join First Bus, a leading UK bus operator embracing innovation.
- Benefits: Enjoy health perks, discounted travel, 25 days holiday, and flexible working.
- Other info: Inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference in public transport and connect communities.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30257 - 30257 € per year.
About First Bus: Are you ready to advance your career with one of the UK's leading bus operators? Join a forward-thinking company that embraces cutting‑edge bus technology, from innovative mobile apps to environmentally friendly vehicles. We are passionate about delivering passenger journeys that are sustainable, comfortable, and efficient. We are at the forefront of innovation in the industry, connecting communities and shaping the future of public transport.
Salary: £30,257.55
Location: Accrington, onsite
Hours: 4 days on, 4 days off between 07:00 – 19:00, Monday – Sunday (including bank holidays)
The Role: The successful candidate will be responsible for booking, managing and monitoring transport services and emergency transport services for our customers.
Key Responsibilities:
- Respond to all FTS customer requirements by booking emergency transport services.
- Record and escalate as required any issues that may affect the safe or timely running of an operation.
- Liaise with Operators to provide updates and information as required.
- Manage the provision of stand‑by vehicles and record any changes.
- Liaise with external agencies as necessary to obtain required information (emergency services, Network Rail, DVSA, local authorities, rail user groups).
- Completion of paperwork involved in the day to day running of the department.
What are we looking for?
- Previous experience in a customer service or contact centre environment.
- Strong customer service skills with a focus on quality and first‑time resolution.
- Confident and professional telephone manner.
- Proven ability to assess issues and provide effective solutions.
- Empathetic, patient, and able to build rapport with customers.
- Clear and accurate communication skills, both verbal and written.
- Ability to remain calm under pressure and manage priorities effectively.
Rewards:
- Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advice.
- Our EAP provision offers 24hr, 365 days a year mental health support.
- We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc.
- Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass.
- Cycle to work scheme.
- 25 days holiday + bank holidays.
- Pension scheme and chance to buy discounted First Group shares.
- Enhanced maternity / paternity pay.
Equal Opportunities: Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities, and people. We welcome applications from all.
Controller - Call Centre Agent in Accrington employer: First Group
First Bus is an exceptional employer that prioritises employee wellbeing and growth, offering comprehensive health benefits, flexible working hours, and a supportive work culture. Located in Accrington, our team enjoys unique perks such as discounted travel for family members and a commitment to inclusivity, making it a rewarding place to advance your career in the public transport sector.
StudySmarter Expert Advice🤫
We think this is how you could land Controller - Call Centre Agent in Accrington
✨Tip Number 1
Get to know the company! Research First Bus and their values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit into their culture.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. This will help you articulate your customer service experience and demonstrate your calmness under pressure.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the First Bus team.
We think you need these skills to ace Controller - Call Centre Agent in Accrington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Controller - Call Centre Agent role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills:Since clear communication is key in this role, ensure your written application reflects that. Use concise language and check for any spelling or grammar mistakes. We love a well-presented application!
Demonstrate Problem-Solving Abilities:In your application, share examples of how you've effectively resolved issues in previous roles. This will show us that you can handle the pressures of the job and provide first-time resolutions for our customers.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the easiest way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team!
How to prepare for a job interview at First Group
✨Know the Company Inside Out
Before your interview, take some time to research First Bus. Understand their values, recent innovations, and how they contribute to sustainable transport. This will not only impress your interviewers but also help you align your answers with their mission.
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer service, prepare specific examples from your past experiences where you successfully resolved issues or provided exceptional service. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Stay Calm Under Pressure
The job requires managing emergencies and prioritising tasks effectively. During the interview, be ready to discuss how you've handled stressful situations in the past. Highlight your ability to remain composed and make quick decisions when needed.
✨Communicate Clearly and Confidently
Practice your verbal communication skills before the interview. Since you'll be liaising with various stakeholders, ensure you can articulate your thoughts clearly and professionally. A confident tone can make a significant difference in how your message is received.
