Customer Services Advisor

21 Jun 2021
16 Jul 2021
Contract Type
Full Time
Full Time - 37.5 hours per week
Princes Exchange, Leeds
Applicants must be able to interview on the 29th June in the form of an assessment day.
Start date: Monday 19th July 2021
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!
At First Bus we are passionate about getting it right first time when a customer contacts us with a query or complaint.
Working in our fast paced, high volume National Contact Centre, you will be passionate about customer service, and will be the first point of contact for our customers. You will interact with a wide variety of people every day, dealing with customer queries and complaints via telephone, through the contact us page on our website, and by email
You will be responsible for ensuring a high level of customer service is always delivered, and that customer queries and complaints are responded to in a timely manner. You will take ownership of the queries, ensuring first time resolution is achieved wherever possible. You will also be responsible for up-dating system records and working to Key Performance Indicators (KPI's) to support the achievement of Customer Service Levels (SLA's).
What will you be doing?
Taking inbound calls to assist customers with a number of different First Bus travel queries
Provide accurate and timely written responses to customers web forms and email First Bus travel queries
Providing information to First Bus Operating Companies and Depot personnel regarding customer travel queries and complaints
Complaint handling including resolving, logging and tracking of complaints as well as escalating to the appropriate teams where necessary
Providing customer refunds and good will gestures
Multitasking on computer-based programmes, recording case notes accurately, using various systems to find specific information
Dealing with all calls and online queries with speed, certainty and empathy
Please note that this is not exhaustive and can be changed due to the nature of the business.
Skills & Attributes:
Excellent listening skills
Polite and clear verbal communication skills - Customer Service Focus
Good written communication skills
Good IT and Computer skills (proficient in all Microsoft Products)
Resilience and motivation - work well under pressure in a fast-paced contact centre
Ability to work to targets and tight deadlines
A minimum of 6 months previous experience within a customer facing role
Previous experience of working in a high-volume, fast paced, customer focused, Contact Centre or similar
Proven experience of taking high volume inbound customer phone calls including complaints
Proven experience of delivering high quality written responses to complex queries and complaints
Experience of working in a complaints role
Experience of working in a high volume, fast paced, customer focused contact centre - or similar (Taking inbound calls and written responses)
What can we offer you?
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
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 National Contact Centre, in our prestigious city centre offices. You will be part of a team that reports into the National Contact Centre Manager. The National Contact Centre is a growing business within First Bus that is passionate about delivering high-quality, efficient and customer centric services.
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

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