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- Tasks: Be the first point of contact for customers, handling calls and resolving inquiries.
- Company: Join FirstGroup, a leading transport provider committed to excellent customer service.
- Benefits: Enjoy 25 days holiday, travel discounts, shopping perks, and employee share schemes.
- Why this job: Gain valuable experience in customer service while working in a supportive and inclusive environment.
- Qualifications: Passion for customer service, strong communication skills, and a proactive attitude required.
- Other info: Flexible working options available; training provided for personal and professional development.
The predicted salary is between 21000 - 26000 £ per year.
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, including handling inquiries and resolving complaints. You will provide excellent customer service support both verbally and in writing, within agreed timeframes and in an appropriate manner. Your role is key in achieving first contact resolution and meeting departmental contractual obligations.
Salary: £26,267 (37.5-hour contract)
Evenings: 12:30pm – 9pm / 2:30pm – 11pm, alternate weeks, weekdays only
Start Date: 28th July 2025
Please note: Annual leave will not be available during training and grad bay periods.
Main responsibilities include:
- Delivering exceptional customer service
- Responding to inbound calls, emails, and complaints
- Achieving performance objectives and adhering to standards
- Maintaining accurate records on CRM (Salesforce)
- Understanding all business areas for root cause analysis and continuous improvement
- Reporting system and equipment issues
- Attending training for personal and professional development
- Escalating high-profile customer contacts to management
Minimum requirements:
- A passion for customer service
- Empathy and teamwork skills
- Patience and composure in challenging situations
- Flexibility and adaptability
- Receptiveness to feedback
- Resilience and problem-solving skills
- Excellent verbal and written English skills
- Customer-focused attitude and proactive communication
- Conflict management abilities
- Effective communication across media
- Policy learning and application skills
- Organizational and prioritization skills
- Active listening skills
- Proficiency in Microsoft Office 365
About the location: Sheffield city centre, ten minutes from Sheffield Station. Travel to other UK locations as needed.
Working pattern: 37.5 hours/week, evenings from 12:30pm to 9pm / 2:30pm to 11pm on alternate weeks, weekdays only. Operational hours: 06:00-23:00, including weekends.
Benefits:
- 25 days holiday plus bank holidays (pro-rata)
- Travel discounts for bus and rail
- Payroll giving for charities
- Shopping discounts and cashback
- Employee share schemes
- Save as You Earn and Buy as You Earn schemes
- Employee Assistance Helpline* After 6 months of employment.
At FirstGroup, we promote inclusivity and diversity, ensuring equal opportunities for all candidates. We support flexible working options and provide additional support for applicants with disabilities or neurodivergent conditions.
Customer Service Advisor - Lates employer: FirstGroup
Contact Detail:
FirstGroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Lates
✨Tip Number 1
Familiarise yourself with the company and its values. Understanding FirstGroup's commitment to customer service and inclusivity will help you align your responses during interviews, showcasing that you're a great fit for their culture.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be handling inbound calls, being articulate and clear in your speech is crucial. Consider role-playing scenarios with friends or family to build confidence.
✨Tip Number 3
Brush up on conflict management techniques. Given the nature of the role, being able to handle complaints effectively is key. Research common customer service challenges and think about how you would resolve them.
✨Tip Number 4
Showcase your adaptability and resilience. Prepare examples from your past experiences where you've successfully navigated challenging situations or adapted to changes, as these traits are highly valued in customer service roles.
We think you need these skills to ace Customer Service Advisor - Lates
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise skills such as empathy, problem-solving, and effective communication, which are crucial for the Customer Service Advisor role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've handled challenging situations and resolved customer complaints effectively.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office 365 and any experience with CRM systems like Salesforce. This will demonstrate your readiness for the role's technical requirements.
Showcase Flexibility and Adaptability: Since the role requires evening shifts and adaptability, mention your willingness to work flexible hours and provide examples of how you've successfully adapted to changing work environments in the past.
How to prepare for a job interview at FirstGroup
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers. Share specific examples from your past experiences where you went above and beyond to assist someone, as this will demonstrate your commitment to excellent service.
✨Demonstrate Effective Communication Skills
Since the role involves handling calls and written inquiries, practice articulating your thoughts clearly. During the interview, focus on active listening and responding thoughtfully to questions, showcasing your verbal and written communication abilities.
✨Prepare for Conflict Management Scenarios
Be ready to discuss how you've handled difficult situations in the past. Think of a couple of examples where you successfully resolved a complaint or conflict, highlighting your patience and problem-solving skills.
✨Familiarise Yourself with CRM Tools
As the job requires maintaining records on Salesforce, it would be beneficial to have a basic understanding of CRM systems. Mention any relevant experience you have with similar tools, as this shows your readiness to adapt to their processes.
