Shape the Future of Sustainable Transport with First Bus

The UK's bus industry is evolving, and First Bus is proud to be at the forefront of this transformation. As franchising and contract-based services become more prominent, we're embracing the opportunity to shape the future of sustainable transport in partnership with local authorities and key stakeholders.

The Role

We're looking for a Bid Solutions Specialist (Customer Benefits) to join our Growth team. In this role, you'll champion the customer voice, ensuring our bids reflect not only operational excellence but also an exceptional customer experience. This is a remote role with UK travel required.

The Team

You will be joining a team of SME's that are shaping the future of bus travel. We are at the forefront of solution development, liaising with industry experts and internal teams to ensure best in class solutions.

What you'll do

• Design customer service strategies that align with client requirements and set us apart from competitors.
• Bring insights from customer-focused industries to strengthen our bid solutions.
• Ensure customer experience is reflected across the full bid proposition.
• Identify opportunities for demand growth through customer-led initiatives.
• Assess commercial impacts, balancing quality with cost effectiveness.
• Analyse incentive/penalty regimes and embed them into customer service proposals.
• Collaborate with internal teams — including mobilisation — to build realistic, impactful solutions.

What we're looking for

• Strong customer service background, able to represent the voice of the customer in every bid.
• Analytical thinker, confident interpreting data and identifying actionable insights.
• Strong communicator with excellent writing and presentation skills.
• Organised and methodical, with the ability to stay focused under tight deadlines.

Desirable

• Knowledge of customer experience practices in the bus industry (complaints, lost property, etc).
• Experience with large, complex tenders.
• Familiarity with relevant legislation.

What's in it for you?

• Competitive salary, plus annual bonus
• 25 days holiday + bank holidays
• Holiday buy/sell scheme
• Flexible working
• Pension scheme & discounted FirstGroup shares
• Cycle to work scheme
• Free bus travel for you and your family after 6 months, plus discounted rail travel
• Health & wellbeing support through Simply Health & Smart Health (24/7 virtual GP, mental health, nutrition and more)

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.

Applicants are advised that background checks will be conducted as a standard part of our recruitment process.