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Customer Service Advisor

We are looking for a Customer Service Advisor to join our busy Digital & Online Customer Service Team in Leeds!

Do you have a strong passion for helping people?

Are you pro-active, with a can-do attitude, and sound approach to problem solving?

Do you have excellent written and verbal communication skills? If yes, then this Customer Service Advisor role could be for you!

Key Points:

  • The salary for this position is £19,475 per annum.
  • The working hours are 37.5 per week.
  • Working shift patterns of Monday to Friday 7am – 3pm or 11am – 7pm, and weekends Saturday & Sunday 9am – 5pm.
  • You will work 5 days over 7.

Basic Purpose of Role:

Working in our fast paced, high volume, customer services team, you will be the first point of contact for our customers. You will be interacting with a wide variety of people every day, dealing with customer queries and potential complaints, through the company website and social media platforms, and when required, calls.

You will be responsible for ensuring a high level of customer service is delivered at all times, and that customer queries and complaints are responded to in a timely manner and in accordance with First Bus customer commitments. You will take ownership of the queries, and deal with them from start to finish, ensuring first time resolution where ever possible. 

This role is for the Tier 2 Team, which primarily focuses on social media and web based complaints. However this role is interchangeable based on resource requirements, with Tier 1 which is telephony based.

The successful candidate will be expected to work on either Tier at any given time based on customer demand

Key Accountabilities

  • Engaging with a wide variety of customers and resolving complaints and queries, first time, across a variety channels
  • Responding to customer queries and complaints via our social media platforms, email and when required over the phone
  • Assisting customers with their enquiries, dealing with them from start to finish, using your communication and problem-solving skills to obtain the relevant information and assist the customer, ensuring first time resolution
  • Delivering against KPIs and targets
  • Multi-tasking on computer-based programmes, recording case notes and using systems to find specific information
  • Dealing with all calls and online queries with speed, certainty and empathy
  • Supporting wider Shared Service functions when required

Skills, Experience and Qualifications required:

  • Previous experience of working in a high-volume, fast paced, customer focused, Contact Centre or similar
  • Outstanding written and verbal communication skills
  • Proven experience of delivering high quality written responses to complex queries and complaints
  • Previous experience of responding to customer queries and complaints via company website social media and over the phone, in an empathetic manner
  • Previous experience of delivering to KPIs, in particular focused on delivery, production and quality
  • An ability to deal professionally, calmly and tactfully with customers

Our Rewards:

  • 25 Days Annual Leave
  • Real career development - show the skills and attitude and we will invest in you.
  • Free company bus travel pass on joining
  • First Xclusives - Discounts on First UK rail and bus and over 3,000 offers on goods and services for you, your family and friends
  • Discounted travel for you and your family on the trains (GWR, TPE, Hull Trains) and your family & friends will also benefit from cheap bus travel.
  • Recognised award schemes

About Us:

You will be working within First Bus Shared Services, in our prestigious Leeds city centre offices, located near the train station, and with easy transport links for bus and car users.  You will be part of the Contact Centre team, reporting into the Team Leaders.

The Shared Services Centre (SSC) is a recently established but growing business within First Bus, that focusses on delivering high-quality, efficient and centralised services to the whole of the division.  We provide support to 14 Operating Companies across the UK and Ireland; and our core purpose is to enable First Bus to perform at its best, embrace change, innovate and grow. 

Interested? Click on apply and complete an application form!

Please be aware that we may close this vacancy early if we receive a high level of interest in this role

Close map
Leeds Princes Exchange
2 Princes Square, Leeds, West Yorkshire, England, LS1 4BY
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Leeds Princes Exchange
  • Closing Date:
    21 February 2020
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