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- Tasks: Engage with customers, resolve queries and complaints via phone and email.
- Company: First Bus, a leader in public transport with a focus on customer service.
- Benefits: Health support, discounted travel, flexible working, and 25 days holiday.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: Experience in high-volume customer service and strong communication skills.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Location: Leeds, Victoria Place
Hours: Monday-Friday between 7am to 7pm (1 in every 4 Saturday)
At First Bus, we are passionate about getting it right first time when a customer contacts us with a query or complaint. Working in our fast-paced, high-volume National Contact Centre, you will be the first point of contact for our customers. You will interact with a wide variety of people every day, dealing with customer queries and complaints via telephone, through the contact us page on our website, and by email. You will be responsible for ensuring a high level of customer service is delivered at all times, and that customer queries and complaints are responded to in a timely manner and in accordance with First Bus policies and procedures. You will take ownership of the queries, ensuring first-time resolution is achieved wherever possible. You will also be responsible for updating system records and working to KPIs.
Responsibilities:
- Engaging with a wide variety of customers and resolving complaints and queries, first time, across a variety of channels
- Providing a high level of personalised customer service at all times
- Assisting customers with their enquiries, using your communication and problem-solving skills to obtain the relevant information and assist the customer, ensuring first-time resolution
- Working to KPIs and targets
- Multitasking on computer-based programmes, recording case notes, using systems to find specific information
- Providing information to our Operating Companies and depots
- Dealing with all calls and online queries with speed, certainty and empathy
Skills/Experience:
- Previous experience of working in a high-volume, fast-paced, customer-focused Contact Centre or similar
- Outstanding written and verbal communication skills
- Proven experience taking high volume inbound customer phone calls including complaints
- Proven experience of delivering high quality written responses to complex queries and complaints
- Ability to network with the wider team across multiple functions
- Previous experience in being proactive in utilising information from a number of systems and resolving problems
- Ability to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
- Ability to multi-task, prioritise and manage own caseload
- Previous experience of working to KPIs, in particular focused on delivery, production and quality
- A high level of IT skills including Microsoft packages
- Ability to work well under pressure in a fast-paced contact centre
Rewards & Benefits:
- 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.
- Flexible working.
We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.
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. Applicants are advised that background checks will be conducted as a standard part of our recruitment process.
Customer Service Advisor in Leeds employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Leeds
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on First Bus. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling queries and complaints during the interview, showcasing your problem-solving skills.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and listen actively. This is key in customer service roles, and it’ll demonstrate that you can engage effectively with customers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Customer Service Advisor in Leeds
Some tips for your application 🫡
Show Your Passion for Customer Service: When you're writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about helping customers and resolving their queries. Share any relevant experiences that highlight your passion.
Tailor Your Application: Make sure to customise your application to fit the role of a Customer Service Advisor. Use keywords from the job description and demonstrate how your skills align with what we're looking for. This shows us that you've done your homework!
Be Clear and Concise: In a fast-paced environment like ours, clarity is key. Keep your written responses straightforward and to the point. Avoid jargon and ensure your communication is easy to understand, as this reflects the kind of service we aim to provide.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about First Bus and what we stand for!
How to prepare for a job interview at First Group
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand what it means to provide first-time resolution and how to handle complaints effectively. This will show that you’re not just passionate about customer service but also knowledgeable about best practices.
✨Practice Your Communication Skills
Since this role involves a lot of interaction with customers, practice your verbal and written communication skills. Try role-playing common customer scenarios with a friend or family member. This will help you articulate your thoughts clearly and confidently during the interview.
✨Familiarise Yourself with KPIs
Get to grips with what KPIs are relevant in a contact centre environment. Be prepared to discuss how you’ve met or exceeded targets in previous roles. Showing that you understand the importance of KPIs will demonstrate your commitment to delivering high-quality service.
✨Showcase Your Problem-Solving Skills
Think of specific examples from your past experience where you successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will highlight your ability to think on your feet and take ownership of customer queries.