Customer Service Advisor - Sheffield, United Kingdom - FirstGroup

FirstGroup

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you passionate about delivering excellent customer service? Are you looking for a new role where you can utilise your skills?_

What is the role?

Our advisors are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling.

Your role will be key in enabling our Customer Support Team to meet departmental objectives and to effectively address issues for our customers.

What are the key responsibilities?

Deliver exceptional customer service
Achieve performance objectives while adhering to standards
Maintain accurate records on our CRM system
Respond to customers correspondence according to the relevant passenger charter and business process
Work across all business areas to understand route cause of customer contact and assist with continuous improvement
Maintain our systems and equipment by reporting any problems
Identifying and escalating high profile/priority customer contact to the Management Team
We are looking for enthusiastic individuals to join our established team of customer service advisors at our Customer Contact Centre You will demonstrate brilliant listening and questioning skills, with an ability to empathise and understand customer needs. You will have a passion for problem solving and deliver an outstanding customer service with every interaction._

Salary & Shifts

A basic salary of
£22,400 (_£_11.49 per hour_, 37.5 hours per week_), along with a yearly tenure bonus on your anniversary _You will work on _a shift rotation between the hours of 08:00 - 18:30, Monday to Friday.

_

This role will start on 9th October 2023.

What are we looking for?

Someone who takes ownership of customer issues, solves problems with a focus on helping people
Strong ability to communicate clearly and effectively verbally and written
Good listener, who can be empathetic, show patience and adapt their behaviours to suit the customer
An understanding or ability to learn about the processes with our contact centre
Resilience when faced with challenging queries
Be accountable for your own performance and strive to achieve
Highly motivated and able to work in a fastpaced environment
Computer literacy Microsoft Office 365 (essential) and ability to use multiple systems

What will you get in return?

A Travel Pass which entitles you to free travel on the FirstGroup Bus.
Discounted travel for you and your family on our trains (Avanti West Coast, Great Western Railway, Hull Trains, Lumoand Southwestern Railway)_after 6 months of service_
25 days holiday (plus Public Holidays)
Contributory pension scheme
Discounted Gym Membership to help you stay fit for less
Discounts at over 100 retailers, including wellknown highstreet shops, cinema tickets, flights, and holiday bookings through our inhouse rewards package.
Discounts on selected local retailers & brands
Engaging and vibrant environment
Team outings & competitions

Who We Are?

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises Great Western Railway, South Western Railway, Avanti West Coast and our open access operators Hull Trains & Lumo.

We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

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.

First Customer Contact aims to attract high calibre applicants by ensuring that recruitment and selection processes are effective, systematic and fair, and promote equality of opportunity regardless of any protected characteristic as defined by the Equality Act 2010, membership of any trade union, or social class or background.

Ref:023491

Company:
First Customer Contact Ltd

Website Skillset:
Customer Service

Contract Type:
Permanent - Full Time

Contracted Hours:37.50

Location:
First Contact Centre, The Square Sheffield

Salary:
£22,400

Closing Date:8 September 2023