At a Glance
- Tasks: Analyse customer feedback and resolve complex queries to enhance service quality.
- Company: Join Hull Trains, a leading rail operator with a strong community focus.
- Benefits: Enjoy a competitive salary, free rail travel, gym discounts, and 25 days' leave.
- Other info: Be part of an award-winning company with excellent growth opportunities.
- Why this job: Kickstart your career in customer insight with a supportive and inclusive team.
- Qualifications: Strong communication skills and a passion for improving customer experiences.
The predicted salary is between 27000 - 27000 £ per year.
Hull Trains is proud to be one of the UK's leading open-access rail operators, running seven daily services between Beverley, Hull and London King's Cross, with key local community stops at Cottingham, Brough, Howden, Selby, Doncaster, Retford and Grantham. We're celebrating 25 years of quality service and have become a vital part of the Humber region as a transport provider, deeply rooted in the communities we serve.
At Hull Trains, it's our people who set us apart. We're a local company made up of colleagues from nationwide delivering exceptional service every day. Many of our team have already progressed through the business to achieve senior roles, testament to the supportive, rewarding environment we've created. We are proud to champion equality, diversity and inclusion, with 47% female colleagues across the entire organisation.
This is an excellent entry-level opportunity, ideal for graduates or anyone looking to begin a career in customer insight and engagement. The role works for our Head of the Customer and Stakeholder Engagement and focuses on understanding and resolving more complex customer queries, while contributing to service improvement and wider business insights.
Rather than acting as the first point of contact, you will work at an escalation level - handling more detailed and sensitive enquiries that require careful investigation, clear communication, and thoughtful problem-solving. You will work closely with the Contact Centre to ensure customer issues are fully resolved and that learning is fed back into the wider business.
A key part of the role involves gathering and interpreting customer feedback and data, helping to identify trends, improve service quality, and support decision-making. You will also assist with collating information for internal reporting and external regulatory requirements, providing valuable exposure to how customer insight informs business performance and strategy.
This role is ideal for someone at the start of their career who is eager to learn, develop, and make a positive impact. You will bring:
- Excellent written communication skills, with strong attention to grammar and detail
- Clear and confident verbal communication, whether via phone or email
- A positive, professional approach to handling customer queries, particularly more complex or sensitive issues
- Strong problem-solving skills and the ability to think critically and analytically
- Good IT skills, including familiarity with Microsoft Word and basic Excel
- A proactive, organised approach with the ability to manage tasks effectively
Most importantly, you will have a genuine interest in understanding customers and improving their experience. You will be someone who takes pride in their work, shows initiative, and is keen to build a career in customer insight, engagement, or business operations. Previous customer service experience is not essential, as full training and support will be provided. What matters most is your attitude, communication ability, and willingness to learn.
We are committed to creating an inclusive and supportive working environment where everyone can thrive. We actively encourage applications from people of all backgrounds and aim to build a workforce that reflects the communities we serve. By bringing together diverse perspectives, we can better understand our customers and deliver more innovative and effective solutions.
Customer Experience Analyst (Entry Level) employer: FirstGroup Internal
Hull Trains is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. With a strong commitment to diversity and a remarkable employee engagement score of 85%, we provide our team with numerous benefits, including free rail travel, a generous pension scheme, and opportunities for career progression within a thriving company that has been a vital part of the Humber region for 25 years. Join us to be part of a progressive, award-winning team dedicated to delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Analyst (Entry Level)
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like FirstGroup Internal value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like FirstGroup Internal a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with FirstGroup Internal!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like FirstGroup Internal.
We think you need these skills to ace Customer Experience Analyst (Entry Level)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for FirstGroup Internal!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at FirstGroup Internal
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
