Customer Service Advisor - Live Chat
Salary: £26,267 (37.5 hour contract)
Who are we?
First Customer Contact is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK . 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 customer contact via Live Chat, you will provide real time written support to customers within agreed time scales and in an appropriate manner.
Our advisors are responsible for a variety of customer support matters which range from handling customer enquiries to resolving customer complaints.
Your role will be key in enabling our Live Chat Team in offering a high level of customer service with the aim to achieve first contact resolution and to meet departmental contractual obligations.
Salary: £26,267 (37.5 hour contract)
Responsibilities
Deliver exceptional customer service
Respond to Live Chat customers in real time
Achieve performance objectives while adhering to standards
Maintain accurate records on our CRM system (Salesforce)
Respond to customers correspondence according to the relevant passenger charter and business process
Have an awareness of all business areas to enable you to understand route cause of customer contact and assist with continuous improvement
Maintain our systems and equipment by reporting any problems
Attend training to improve personal knowledge and professional development
Identifying and escalating high profile/priority customer contact to the Management Team
As a minimum, you will need to 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
Resilience when faced with challenging queries
Excellent written 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.
Ability to manage situations in which customers are unhappy about the level or quality of service/response and to find solutions to the points raised.
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
Computer literacy Microsoft office 365 (essential)
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
1 in 3 weekends
Typical rotation: Mon – Fri - 8am – 8pm
Sat - Sun 8am - 10pm
Contact Centre Operational Hours 06:00-23:00 including weekends
Benefits
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:
