About First Bus:

Are you ready to advance your career with one of the UK's leading bus operators? Join a forward-thinking company that embraces cutting-edge bus technology, from innovative mobile apps to environmentally friendly vehicles. We are passionate about delivering passenger journeys that are sustainable, comfortable, and efficient. We are at the forefront of innovation in the industry, connecting communities and shaping the future of public transport.

Salary - £30,257.55

Location: Accrington, onsite  

Hours: 4 days on, 4 days off between 07:00 – 19:00, Monday – Sunday (including bank holidays) 

First Travel Solutions are the UK's leading supplier of vehicles for time sensitive, critical passenger movements, delivered through a national network of approved suppliers. 

We are looking for two Call Centre Agents to join the FTS Control Centre team. Our dedicated 24/7 Control Centre supports all types of passenger transport nationwide, from single vehicles to 100's of coaches for sporting and cultural events.  

The Role 

The successful candidate will be responsible for booking, managing and monitoring transport services and emergency transport services for our customers. 

Key Responsibilities 

• Respond to all FTS customer requirements by booking emergency transport services. 
• Record and escalate as required any issues that may affect the safe or timely running of an operation. 
• Liaise with Operators to provide updates and information as required. 
• Manage the provision of stand-by vehicles and record any changes. 
• Liaise with external agencies as necessary to obtain required information (emergency services, Network Rail, DVSA, local authorities, rail user groups) 
• Completion of paperwork involved in the day to day running of the department. 

What are we looking for? 

• Previous experience in a customer service or contact centre environment  
• Strong customer service skills with a focus on quality and first‑time resolution  
• Confident and professional telephone manner  
• Proven ability to assess issues and provide effective solutions  
• Empathetic, patient, and able to build rapport with customers  
• Clear and accurate communication skills, both verbal and written  
• Ability to remain calm under pressure and manage priorities effectively 

Rewards

Your health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support
• We are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc
• Working at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass
• Cycle to work scheme
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• Enhanced maternity / paternity pay
• Flexible working

Equal Opportunities

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.