Customer Service Advisor (Tier 4) Sheffield, England
Job description
As a Passenger Assist customer service advisor at First Customer Contact you will be the first point of contact to our passengers who require additional assistance on their journeys. You will be dealing with passenger contact through predominantly inbound calls to assist where needed.
Our Passenger Assistance team are responsible for a range of different tasks, including ticket booking and seat allocation, booking assistance for those who need it and guidance on station facilities for our passengers on six of FirstGroup's train operating companies. You are expected to handle each case with empathy, professionalism, and an enthusiasm to provide the best customer support whilst ensuring to utilise the TOC's regulations. You will maintain accurate records and correspondence with passengers, escalating where necessary to ensure the correct outcome for the customer.
3 weeks of interactive training, followed by 2 weeks of a supported Grad Bay.
First Customer Contact operates 24 hours a day, 7 days a week, with general operating hours between 06:00 and 23:00 for our Passenger Assist team. You will join on a rotational shift pattern with hours between 08:00 and 20:00 Monday to Friday, and 06:00 to 23:00 on Saturday and Sunday. Our Passenger Assist team also has a dedicated night team for any overnight bookings.
You are required to work some rotational weekends. When working a weekend, you will have a rostered day off in the week.
You will receive a basic annual salary of £22,900.00 (£11.74p/h) on a 37.5-hour contract.
We also offer a tenure bonus, where you will receive £500 each year following your anniversary with the company.
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 and 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 and the environment for our colleagues. Our modern Customer Contact Centre, based in Sheffield centre, will therefore use industry leading systems to deliver excellent customer service and ensure that customers are speedily and effectively supported.
Our Customer support teams are responsible for a variety of customer enquiries which range from passenger assistance to processing customer compensation claims to complaints handling and general enquiries.
- 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, Trans Pennine Express 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
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.
