About the job
As 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:
1. Deliver exceptional customer service
2. Respond to emails, Webforms and calls from customers
3. Achieve performance objectives while adhering to standards
4. Maintain accurate records on our CRM system (Salesforce)
5. Respond to customers contact according to the relevant passenger charter and business process
6. Work across all business areas to understand route cause of customer contact and assist with continuous improvement
7. Maintain our systems and equipment by reporting any problems
8. Attend training to improve personal knowledge and professional development
9. Identifying and escalating high profile/priority customer contact to the Management Team
10. A flexible approach to undertaking duties to reflect operational requirements
You'll need to have:
11. A passion for delivering excellent customer service
12. Empathy with other people's perspectives and the ability to work well withothers
13. Patience and the ability to remain calm in challenging situations
14. Flexible in your approach to work with the ability to adapt to an ever-changing customer services environment
15. Ability to accept constructive criticism and feedback
As a minimum, you will need to have:
16. Excellent verbal and communication skills
17. Good comprehension of English
18. Demonstrable skills and ability to provide a customer focussed service, responding proactively and positively to challenges, keeping customers informed and managing expectations appropriately.
19. 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.
20. Capacity to communicate effectively using all forms of media
21. Confident in highlighting issues identified while carrying out duties
22. Ability to learn and apply policies from the training sessions
23. Excellent organisational skills coupled with the ability to prioritise work
24. Active listening skills
25. 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
The role is 16 hours per week. 10pm to 7am Friday and Saturday
You are required to attend 3 paid training days consisting of 8:30pm – 5pm before your shift pattern begins
The Reward
26. £11,757 Pro Rata Salary
27. A Travel Pass which entitles you to free travel on the FirstGroup Bus after 1 month of service
28. 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
29. 25 days holiday (plus Public Holidays)
30. Contributory pension scheme
31. Discounted Gym Membership to help you stay fit for less
32. Discounts at over 100 retailers, including well-known high-street shops, cinema tickets, flights, and holiday bookings through our in-house rewards package.
33. Discounts on selected local retailers & brands
34. Engaging and vibrant environment
35. 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.