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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, TransPennine Express and Avanti West Coast) and our open access operator (Hull Trains). 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 newly formed Customer Contact Centre (FCC) 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.

Reporting to the Head of IT & Applications, the Business Analyst will take responsibility for consulting with internal & external customers and the wider group to discovery and design systems and solutions.

The role will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, retail sales, quality assurance and fraud analysis.

• Collaborate with stakeholders to identify business needs, goals, and objectives.
• Conduct research and analysis to identify trends and best practices in the industry.
• Develop and document business requirements, including functional specifications and user stories.
• Work with project teams to design and implement business solutions, including systems and processes.
• Analyse data to identify trends, patterns, and opportunities for improvement.
• Prepare reports and presentations to communicate findings and recommendations to stakeholders.
• Monitor and track project progress, identifying potential issues and risks and providing recommendations for mitigation.
• Support the testing and validation of new systems and processes to ensure they meet business requirements.
• Provide training and support to end-users to ensure successful adoption of new systems and processes.

• A broad range of IT knowledge including infrastructure, security, and applications
• Strong understanding of Salesforce Service Cloud ecosystem
• Understands intelligent automation technologies such as chatbots and AI in the context of Customer Contact Centres
• Strong understanding of AWS & Amazon Connect telephony.
• Sound understanding of digital landscapes
• Understanding and mapping user journeys
• Experience managing IT projects spanning multiple teams and business areas
• Experience in working in an Agile environment
• Strong written, verbal and visual communication skills
• Writing and refining user stories, including definition of Acceptance Criteria
• Facilitating discovery and design sessions with the to define requirements and the solution
• Ability to build and maintain good Client relationships
• Strong decision making and judgement, influencing, and presentation skills
• Preferred knowledge of Rail systems, such as but not limited to Fijistu Star, Journey Planner and Trenitalia PICO
• A solid understanding of Contact Centres and emerging technologies.
• Experience of the Rail Industry would be advantageous

37.5 hours per week; some weekend working by exception

• Minimum of 10% contribution to your Pension (5% employer and 5% employee)
• 25 days Holiday plus National Bank Holidays
• Travel Offers for Bus and Rail*
• Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
• All employee Share Schemes*
• Buy as You Earn – allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save or stop it at any time. You need to participate in the scheme for at least 3 years to receive the matching shares*
• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
• Payroll Giving – donate directly from your pay to a Charity of your Choice

• After 6 months employment

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.