Customer Service Advisor - Sheffield, United Kingdom - FirstGroup

FirstGroup

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

What is the Role?

As one of our Customer Service Advisors specialising in customer contact via multiple channels, you will provide verbal and 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 Tier 5 Customer Voice Team in offering a high level of customer service with the aim to achieve a first contact resolution and to meet departmental contractual obligations.

We are looking for enthusiastic individuals to join our established team of customer service advisors at our Customer Contact Centre_

Salary
A basic salary of
£23,400 (_£12 per hour, 37.5 hours per week_), along with a yearly tenure bonus on your anniversary

Shift Rotations
You will work on a set shift pattern, working between
2:30pm and 11pm Monday to Friday.

Training
The start date will be
18th
September and our interactive training will run between 2:30pm and 11pm for 3 weeks, followed by a 2 week grad-bay

What Will You Bring?
- demonstrate brilliant listening and questioning skills
- an ability to empathise and understand customer needs
- a passion for problem solving
- a passion for delivering outstanding customer service
- thrive in a fast paced and ever-changing customer services environment

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 Are The Benefits?

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 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 three 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:023356

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:
£23,400

Closing Date:18 August 2023