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, the UK's largest rail operator 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

• The Quality Team is responsible for the quality management processes. They will support the Operational Management Team by identifying process improvements and delivering training to maximise operational efficiency and deliver a better service for our customers.  

• Reporting to the Quality Manager the successful applicant will conduct internal audits and analyse metrics to determine where quality issues have arisen; they will devise and implement action plans to improve performance and mitigate business risk. 

Your main responsibilities will be:

• Facilitate learning from audits and calibration sessions 

• Work closely with operational teams to embed best practices 

• Act as a visible presence to reinforce quality standards in real time 

• Serve as a Subject Matter Expert (SME) for their assigned service line, helping to streamline communication and ensure quality is embedded in daily operations 

The revised QA role will play a pivotal role in: 

• Collaborating with client-facing teams to ensure quality standards align with client expectations and contractual obligations 

• Developing tailored quality reports and dashboards that offer transparency and drive data-informed discussions with clients 

• Acting as a liaison between operations and clients, ensuring that feedback loops are closed and that service improvements are communicated effectively 
• Building trust and credibility through consistent, high-quality interactions and a visible commitment to continuous improvement 

As a minimum, you will need to have:

• Experience of working in a similar role within a customer contact centre environment 

• Understanding of how to link training and quality with improving NPS and CSAT scores 

• Knowledge & ability to use relevant internal systems 

• Previous rail industry experience an advantage 

• A self-starter who is results-driven with high levels of self-motivation, energy and initiative 

• Proven ability to work under pressure to tight deadlines, without compromising quality of output 

• Ability to thrive under pressure amidst changing business priorities 

• Excellent communication skills, both written and verbal 

• Act with integrity, tact & diplomacy  

• Strong awareness of risk and the importance of controls and escalation 

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, between 0800 and 1800 Monday to Friday; some weekend working by exception. 

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.

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/