Job Title - Call Centre Agent (French Speaking)

 

Purpose of role

Working within the Control team booking and managing transport services for FTS customers in line with contractual obligations and within agreed FTS and Control team policies and procedures. Liaising with operators and clients in French language, providing some translation both oral and written between other internal departments.

 

Responsibilities

• To respond to all FTS customer requirements by booking emergency transport services within FTS pricing agreements.
• To manage, monitor and track all transport services in operation using the GTI system.
• Record and escalate as required any issues that may affect the safe or timely running of an operation, working within agreed KPIs.
• Liaise with Operators to provide updates and information as required and in line with SLAs to ensure the effective running on all operations.
• Liaise with Operators to address queries and issues relating to finance and compliance.
• Liaise with external agencies as necessary to obtain required information (e.g. emergency services, Easyjet, DVSA, local authorities)
• Manage the provision of stand-by vehicles and record any changes.
• Completion of paperwork involved in the day to day running of the department.
• Work closely with all other FTS departments to ensure the smooth and efficient operation of the business.
• To be flexible in the duties you carry out, which may vary from time to time depending on the needs of the business and your team.

 

Company Responsibilities

• To undertake any additional duties deemed appropriate to your role at the request of your line manager
• To adhere to all FirstGroup policies and procedures
• To take ownership of your personal development and to undertake training and development activities at the request of your line manager
• To take care of your own safety and the safety of others at all times by complying with all FirstGroup Injury Prevention policies and with your health and safety responsibilities
• To support the Company's environmental campaigns and be aware of FirstGroup's annual environmental targets

 

FirstGroup Vision and Values

Our Vision:

We provide easy and convenient mobility, improving quality of life by connecting people and communities.

 

Our Values:

• Committed to our customers – We keep our customers at the heart of everything we do
• Dedicated to safety – Always front of mind, safety is our way of life
• Supportive of each other – We trust each other to deliver and work to help one another succeed
• Accountable for performance – Every decision matters, we do the right thing to achieve our goals
• Setting the highest standards – We want to be the best, continually seeking a better way to do things

Skills 

-  French language skills

·       Customer focused and committed to excellent service delivery

·       Professional telephone manner and excellent call handling skills

·       Solution focused approach to dealing with complex information

·       Ability to work as part of a team to resolve issues

·       Works well under pressure

·       Ability to prioritise workload

·       High level of attention to detail

·       Empathetic and understanding manner

·       Flexible attitude

·       Proficient in the use of Microsoft Office packages, GTI

·       Good geographical knowledge

·       Familiar with road transport regulations

·       Operational knowledge of drivers hours regulations

 

Experience 

·       Relevant customer service environment with focus on call handling

·       Proven ability to work under pressure and with high volume workloads

·       Proven ability to use own initiative to resolve issues and enquiries

 

Rewards & Benefits

• 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
• 33 days' holiday 
• Pension scheme and chance to buy discounted First Group shares
• Enhanced maternity / paternity pay
• Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Please apply now. We look forward to receiving your 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.

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