Who are we? 

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 retails sales to individuals and corporates. 

About the job 

• As one of our Customer Service Advisors specialising in Delay Repay & Refunds, your role will be to process Delay Repay & Refund Claims within the service level agreement.  

• Our advisors are responsible for a variety of customer support matters which includes reviewing evidence, verifying validity of claims with precision, processing customer compensation claims 

Salary: £24,570
Start Date: 13th October 2025
Please note annual leave will not be available during the training and grad bay period (initial 5 weeks)

Your main responsibilities will be: 

• Accurately process claims within the agreed timescale while adhering to policy 

• Achieve performance objectives while adhering to quality and accuracy standards 

• Maintain accurate records on our systems. 

• Maintain our systems and equipment by reporting any problems 

• Attend training to improve personal knowledge and professional development  

• Identifying and escalating system / functionality anomalies to the Management Team to investigate further 

• A flexible approach to undertaking duties to reflect operational requirements 

• Verifying all information, following established procedures, and seeking clarification when necessary 

• Prompt reporting of issues to allow this to be rectified quickly, minimising potential financial and operational impacts 

As a minimum, you will need to have: 

• The ability to work in a high demand, high efficiency department 

• Keen eye for detail and precision while completing processes  

• Ability to spot when systems may not be functioning correctly 

• Ability to self motivate while working remotely 

• 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 

• Excellent computer literacy communication skills 

• Good comprehension of Math & English and ability to complete mental arithmetic accurately   

• Collect evidence and investigate customer compensation claims 

• Capacity to communicate effectively using all forms of media 

• Confident in highlighting and identifying issues (systems or functionality) while carrying out duties 

• Ability to learn and apply policies from the training sessions 

• Excellent organisational skills coupled with the ability to prioritise work  

• Computer literacy Microsoft office 365 (essential) 

About the location 

Fully remote 

Working pattern 
Operational Team shift pattern to cover from 08:00-18:00 
Contact Centre Operational Hours 6am – 11pm – 7 days a week 

Benefits 

• 25 days Holiday plus National Bank Holidays (pro-rata) 

• Travel Offers for Bus and Rail* 

• Payroll Giving – donate directly from your pay to a Charity of your Choice 

• Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more 

• All employee Share Schemes* 

• Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash. 

• Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares. 

• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider 

*after 6 months of employment 

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. 

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply. 

https://exceptionalindividuals.com/neurodiversity/ 

https://www.healthassured.org/blog/neurodiversity/