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.

As a Bid Solutions Specialist (Customer Benefits), you will play a key role in shaping our technical and operational proposals, ensuring that our solutions meet and exceed client expectations.

Why Join First Bus?

Our Growth team plays a pivotal role in securing stability and future success. This is an opportunity to be part of a team that is shaping the next generation of public transport.

What You'll Be Doing:

• Develop the customer service proposition as required by the client
• Develop a deep understanding of the client requirements and how we can differentiate ourselves
• Understand what good customer experience looks like, learn from more customer focussed industries and how we can apply this to bid solutions
• Having oversight of the overall solution to ensure customer service strategy is fully reflected in the wider proposition for the client
• Consider demand growth opportunities through customer service solution, thinking along with the client
• Documenting, projecting and understanding how the Customer Service strategy and solution interacts with the incentive and penalty regimes proposed by clients
• Understanding the commercials surrounding the bid solution (e.g. the trade off between quality and cost / price of the solution)
• Assess the operational impacts of the bid solutions for input into bid financial model for financial appraisal
• Work closely with the Mobilisations Director to support the development of the transition and mobilisation plan

What We're Looking For:

Essentials; 

• Leverage strong customer service experience to represent the voice of the customer, ensuring bid solutions are aligned with client needs and expectations.
• Work collaboratively across departments, building effective relationships with internal teams and external stakeholders to support bid development.
• Apply analytical thinking to interpret and challenge customer data, identify trends, and extract actionable insights to inform solution design.
• Communicate complex ideas clearly and concisely, with strong written and presentational skills to support high-quality bid submissions.
• Operate with a structured, methodical approach, staying calm and focused under pressure while managing competing priorities to meet tight deadlines

Desirables;

• Fully familiar with relevant legislation
• Working knowledge of bus industry practices around customer experience, lost property, complaints handling etc
• Experience working with large, complex tender documents

Rewards & Benefits

• Competitive Salary + Bonus
• 25 days holiday + Bank Holidays
• Flexible working
• Pension scheme and chance to buy discounted First Group shares
• Working at First you will receive a Free bus pass for you and your family after 6 months services as well as discounted train travel
• Cycle to work scheme
• 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

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.