First Customer Contact Ltd
Customer Service Advisor
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Customer Service Advisor – Customer Relations
6 month Fixed Term Contract
Salary: £26,267 Pro-rata (37.5 hour contract)
Who are we?
First Customer Contact sits at the heart of FirstGroup’s commitment to delivering outstanding customer experiences. As an established, multi‑brand contact centre, we support millions of passengers across First Rail’s operations, including Great Western Railway, Avanti West Coast, Hull Trains and Lumo. Our teams play a vital role in helping customers travel with confidence across intercity, commuter, regional and sleeper services.
We use industry‑leading systems and a continually evolving service model to ensure every customer receives timely, accurate and empathetic support. From compensation and complaints handling to group travel, assisted travel services, retail sales, fraud prevention and quality assurance, our specialist teams manage a wide range of customer needs with professionalism and care.
As part of FirstGroup, one of the UK’s leading rail operators and one of the country’s biggest transport employers, First Customer Contact contributes to a wider mission: making travel simpler, more reliable and more sustainable. With circa 30,000 colleagues across the UK and Ireland, FirstGroup is committed to reducing environmental impact and delivering transport services that help people move better every day.
About the job – CR Department
As one of our Customer Service Advisors specialising in customer correspondence, you will provide written support to customers' through email, letter and live chat within agreed time scales and in an appropriate manner.
Our advisors are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling.
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Your role will be key in enabling our Customer Support Team to meet departmental objectives and to effectively address issues for our customers.
Salary: £26,267 Pro-rata – 6 month fixed term contract (37.5hrs)
Expected Start Date: Monday 12th October 2026
5 week induction including a training programme and supported grad-bay
Please note annual leave will not be available during the training and grad bay period
Your main responsibilities will be:
- Deliver exceptional customer service
- Respond to emails, letters and live chat enquiries and complaints from customers
- Achieve performance objectives while adhering to standards
- Maintain accurate records on our CRM system (Salesforce)
- Respond to customers correspondence according to the relevant passenger charter and business process
- Work across all business areas to understand root cause of customer contact and assist with continuous improvement
- Maintain our systems and equipment by reporting any problems
- Attend training to improve personal knowledge and professional development
- Identifying and escalating high profile/priority customer contact to the Management Team
- A flexible approach to undertaking duties to reflect operational requirements
As a minimum, you will need to have:
- Excellent verbal communication skills
- Good comprehension of English and ability to write English quickly, concisely and effectively
- Demonstrable skills and ability to provide a customer focussed service, responding proactively and positively to challenges, keeping customers informed and managing expectations appropriately.
- Ability to manage situations in which customers are unhappy about the level or quality of service/response and to find solutions to the points raised.
- Collect evidence and investigate customer compensation claims
- Capacity to communicate effectively using all forms of media
- Confident in highlighting issues identified while carrying out duties
- Ability to learn and apply policies from the training sessions
- Excellent organisational skills coupled with the ability to prioritise work
- Active listening skills
- Computer literacy Microsoft office 365 (essential)
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About the location
100% office based
Sheffield city centre. Ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Working pattern
- 37.5 hours per week
- Typical rotation: Mon – Fri - 8am – 6.30pm
- Contact Centre Operational Hours 06:00-23:00 including weekends
Benefits
We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well-being, and future:
- Competitive Pay - We offer a salary that reflects your skills, experience, and the valuable contribution you’ll make to our team.
- Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
- Discounted Train Travel – Enjoy all day travel for you and your family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains and Lumo after 6 months of service
- Generous Holiday Allowance – 25 days of annual leave plus public holidays (pro rata)
- Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme
- First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more
- 24/7 Employee Assistance Programme - Confidential support whenever you need it, because your wellbeing matters.
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