Customer Service Advisor (Tier 5)

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!

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

You will work on a rotational shift pattern, working 1 in 3 weekends. Weekday hours are between 8am and 8pm, weekend hours between 8am and 11pm.

• 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

• 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 fast-paced environment
• Computer literacy Microsoft Office 365 (essential) and ability to use multiple systems

• 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, Lumoand 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
• Team outings & competitions

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, 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.