Customer Service Advisor

First Bus are looking for a Customer Service Advisor to be based at our National Contact Centre, Victoria Place, Leeds.

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 delivered at all times, and that customer queries and complaints are responded to in a timely manner and in accordance with First Bus policies and procedures. 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 KPIs.

What will you be doing?

• Engaging with a wide variety of customers and resolving complaints and queries, first time, across a variety channels
• Providing a high level of personalised customer service at all times
• Assisting customers with their enquiries, using your communication and problem-solving skills to obtain the relevant information and assist the customer, ensuring first time resolution
• Working to KPIs and targets
• Multitasking on computer-based programmes, recording case notes, using systems to find specific information
• Providing information to our Operating Companies and depots
• Dealing with all calls and online queries with speed, certainty and empathy

What are we looking for?

• Previous experience of working in a high-volume, fast paced, customer focused, Contact Centre or similar
• Outstanding written and verbal communication skills
• Proven experience taking high volume inbound customer phone calls including complaints
• Proven experience of delivering high quality written responses to complex queries and complaints
• Ability to network with the wider team across multiple functions
• Previous experience in being proactive in utilising information from a number of systems and resolving problems
• Abilitiy to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
• Ability to multi-task, prioritise and manage own caseload
• Previous experience of working to KPIs, in particular focused on delivery, productin and quality
• A high level of IT skills including Microsoft packages
• Ability to work well under pressure in a fast-paced contact centre

What can we offer you?

• Free bus pass for you and your family on joining
• 25 days Annual Leave + Bank Holidays
• Opportunities for Hybrid working after a successful training period
• First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London or Edinburgh for £6!
• Generous pension and shares scheme
• Employee Assistance Programme – 24hr, 365 days a year mental health support

Welcome to First Bus

At First Bus, we're proud to be part of so many journeys. We're part of first days at school, dream-job interviews, major sporting events and even life-changing events. Be it behind the wheel, or behind the scenes, we help people get to all of life's destinations.

And every day, we're working hard to make our services easier to use, more accessible, more reliable and more sustainable. We're not perfect, but we're clear about where we're going and how we'll get there. We want to be known for forward-thinking innovation, operational excellence and providing a best-in-class service. To deliver our ambition, we have a pretty neat plan laid out, and we'd love for you to join us for the next stage of your journey, and ours.

Apply now! We look forward to receiving you application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.