Location - Leeds, Victoria Place

Hours - Monday-Friday between 7am to 7pm (1 in every 4 Saturday)

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. 

Responsibilities

• 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

 Skills/experience

• 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
• Ability 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, production and quality
• A high level of IT skills including Microsoft packages
• Ability to work well under pressure in a fast-paced contact centre

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
• 25 days' holiday + bank holidays
• Pension scheme and chance to buy discounted First Group shares
• 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.

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.