- Deliver exceptional customer service
- Respond to emails, Webforms and calls from customers
- Achieve performance objectives while adhering to standards
- Maintain accurate records on our CRM system (Salesforce)
- Respond to customers contact 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
- Attend training to improve personal knowledge and professional development
- Identifying and escalating high profile/priority customer contact to the Management Team
- A flexible approach to undertaking duties to reflect operational requirements
- A passion for delivering excellent customer service
- Empathy with other people's perspectives and the ability to work well withothers
- 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
- Excellent verbal and communication skills
- Good comprehension of English
- 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
- Active listening skills
- Computer literacy Microsoft office 365 (essential)
- £25,464.10 Pro Rata (£10,864)
- 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, Lumo and 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 well-known high-street shops, cinema tickets, flights, and holiday bookings through our in-house rewards package.
- Discounts on selected local retailers & brands
- Engaging and vibrant environment
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Part Time Customer Service Advisor - Sheffield, United Kingdom - FirstGroup
Description
About the jobAs one of our Customer Service Advisors specialising in Passenger Assist, you will provide support to customers' contact through email, web forms and inbound calls within agreed time scales and in an appropriate manner. Our advisors are responsible for a variety of customer support matters which range from booking assistance, general advice and enquiries together with ticket sales, and liaising with any customers affected by travel disruptions.
Your role will be key in enabling our Passenger Assist Team to meet departmental objectives and to effectively address issues for our customers.
Your main responsibilities will be:
You'll need to have:
As a minimum, you will need to have:
About the location
Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate
Working pattern
The role is 16 hours per week. 10pm to 7am Weekend Nights.
The Reward
Team outings & competitions
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.