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About us

We’re always working hard to improve the experience our customers have whenever they use our services.

Take our brand new Customer Contact Centre, for example. It's the main call centre for all of our rail businesses - TransPennine Express, Avanti West Coast, Great Western Railway, South Western Railway and Hull Trains.

It delivers a huge range of customer support services, from processing customer compensation claims and complaints to handling group bookings, ticket sales and requests for travel assistance. The team also deliver support services such as quality assurance, fraud prevention and detection and web support.

Our Contact Centre uses state-of-the-art systems to help us provide the best possible service to our customers - quickly and efficiently.

Join the team and you'll also discover a brilliant experience when it comes to your career. It’s all down to the environment we're creating and the people who help us to put customers first.

Our Customer Contact Centre is a fresh, vibrant, modern and stylish space that’s purpose built to help you make the most of endless opportunities to develop your skills and your career. You'll find stylish meeting booths, tech-driven training rooms, breakout spaces, a full kitchen, and much more.

The First Customer Contact Centre is a fun and friendly working environment where you'll have everything you need to be your best self and to do your best work - no matter your background or skill set.

Want to know what it’s really like to work in our Customer Contact Centre? We’ll let our team tell you themselves…

  • Chris’s love for customer service and experience in retail means he can put the customer first, every time as a Quality Assurance team member.

    ChrisQuality Assurance Team
    FCC
  • As a natural people person, with transferable business skills allows Senior Agent Marie to coach improvement in her team of agents.

    MarieSenior Customer Advisor
    FCC
  • Attention to detail and in depth training has helped Fulfilment Team member Dawn to adapt to a busy office environment.

    DawnFulfilment Team
    FCC
  • Supportive training, plus a great work / life balance, helps Customer Advisor Harriet get customer service right, first time.

    HarrietCustomer Services Advisor
    FCC
  • The friendly, family environment at FCC helped Customer Advisor Garwin settle in and start helping customers straight away.

    GarwinCustomer Services Advisor
    FCC

First Customer Contact currently have 3 vacancies

New Vacancies for First Customer Contact - for all click on Tab above
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