Who are we?
First Customer Contact sits at the heart of FirstGroup’s commitment to delivering outstanding customer experiences. As an established, multi‑brand contact centre, we support millions of passengers across First Rail’s operations, including Great Western Railway, Avanti West Coast, Hull Trains and Lumo. Our teams play a vital role in helping customers travel with confidence across intercity, commuter, regional and sleeper services
We use industry‑leading systems and a continually evolving service model to ensure every customer receives timely, accurate and empathetic support. From compensation and complaints handling to group travel, assisted travel services, retail sales, fraud prevention and quality assurance, our specialist teams manage a wide range of customer needs with professionalism and care.
As part of FirstGroup, one of the UK’s leading rail operators and one of the country’s biggest transport employers, First Customer Contact contributes to a wider mission: making travel simpler, more reliable and more sustainable. With circa 30,000 colleagues across the UK and Ireland, FirstGroup is committed to reducing environmental impact and delivering transport services that help people move better every day.
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 which range from handling customer enquiries to resolving customer complaints.
You will provide excellent customer service support both verbally and written where required to customers within agreed time scales and in an appropriate manner
Your role is key in achieving the aim of first contact resolution and meeting departmental contractual obligations
Salary: £26,267 (37.5 hour contract)
Start Date: Monday 18th May
Please note annual leave will not be available during the training and grad bay period (first 5 weeks of employment)
Your main responsibilities will be:
Deliver exceptional customer service
Respond to inbound calls, emails and complaints from customers
Achieve performance objectives while adhering to standards
Maintain accurate records on our CRM system (Salesforce)
Have an awareness of all business areas to enable you to understand root 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 verbal communication skills
Good comprehension of English and ability to write English quickly, concisely and effectively
Demonstrable skills and ability to provide a customer focused 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
Active listening skills
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
Three available shift patterns:
Earlies: 6am – 2:30pm. 1 in 2 weekends
Rotational: 8am – 8pm Weekdays, 8am – 11pm Weekends. 1 in 3 weekends
Evenings: 12:30pm – 9pm / 2:30pm – 11pm Alternate Weeks - Weekdays only
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:
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 and your 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.
