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For Companies At a Glance
- Tasks: Deliver exceptional customer service and manage complex bookings for our valued clients.
- Company: Join First Customer Contact, part of the UK's largest rail and bus operator.
- Benefits: Enjoy competitive pay, free bus travel, discounted train fares, and generous holiday allowance.
- Why this job: Be part of a team that values diversity and offers real career growth opportunities.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Flexible working hours in a supportive and inclusive environment.
The predicted salary is between 22000 - 29000 £ per year.
Who we are
First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the team
We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved. Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retail sales to individuals and corporates.
About the job
At First Customer Contact, the Specialist Sales team are responsible for complex bookings, and a direct contact for a variety of companies up and down the UK. You will act as the point of contact for our clients and our important customers, assisting with reporting and analysis of sales data. As well as working with internal reporting, to help monitor and fix any issues the greater sales team may encounter, as well as supporting the team leader to deliver strong accuracy within the team. The role will also involve direct sales for our important customers; these bookings require strong attention to detail to ensure complex bookings can be fulfilled expediently and accurately.
Your main responsibilities will be:
- Deliver exceptional customer service
- Respond to emails, letters and live chat enquiries from our important customer base
- Achieve performance objectives while adhering to standards
- Create reports related to our specialist sales team and the high value sales
- Maintain accurate records on our CRM system (Salesforce)
- Respond to customers correspondence according to the relevant passenger charter and business process
- Attend training to improve personal knowledge and professional development
- A flexible approach to undertaking duties to reflect operational requirements
As a minimum, you will need to have:
- 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 focussed service, responding proactively and positively to challenges, keeping customers informed and managing expectations appropriately.
- A good understanding of reporting sales data
- 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)
You Will 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
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. Typical rotation: Mon – Fri 8am – 6.30pm. Contact Centre Operational Hours 06:00-23:00 including weekends.
The Reward
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, friends and family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) 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.
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. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
Customer Service Advisor - Specialist in Sheffield employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Specialist in Sheffield
✨Tip Number 1
Get to know the company! Research First Customer Contact and understand their values and services. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Advisor, you'll need to be clear and concise. Try role-playing common customer scenarios with friends or family to build your confidence and improve your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and potentially lead to referrals, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you're proactive and serious about joining the First Customer Contact team.
We think you need these skills to ace Customer Service Advisor - Specialist in Sheffield
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer service and how you can bring that to our team.
Tailor Your Application: Make sure to customise your application to highlight your relevant skills and experiences. Mention specific examples of how you've delivered exceptional customer service in the past – we love hearing about your successes!
Keep It Clear and Concise: We appreciate a well-structured application. Use clear language and get straight to the point. Remember, we’re looking for someone who can communicate effectively, so show us you can do just that in your writing!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at FirstGroup Internal
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand what exceptional service looks like and be ready to share examples of how you've delivered it in the past. This will show that you’re not just familiar with the role but also passionate about providing great service.
✨Familiarise Yourself with Reporting Tools
Since the role involves reporting and analysis of sales data, make sure you’re comfortable with tools like Salesforce and Microsoft Office 365. If you have experience creating reports or analysing data, prepare to discuss this during the interview to demonstrate your capability.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. It’s a key skill for a Customer Service Advisor, so showing that you can listen and engage will set you apart from other candidates.
✨Show Your Flexibility and Adaptability
Be prepared to discuss how you handle changing situations and adapt to new challenges. The job requires a flexible approach, so share specific examples of times when you’ve successfully navigated changes in your work environment or adapted to new processes.
