As a customer service advisor at First Customer Contact you will be the first point of contact to our passengers who require assistance. You'll be dealing with compensation claims for our customers whose trains have been delayed by over 15 minutes at their end destination.
Our Delay Repay team are responsible for,
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- reviewing customers claims
- working out how much customers are entitled to
- looking into the type of ticket and length of delay
- escalating potential fraud cases
for our passengers on six of FirstGroup's train operating companies. You are expected to handle each claim with empathy, professionalism, and attention to detail to provide the best customer support whilst ensuring to utilise the TOC's regulations. You will respond to compensation claims from our customers, working through these and maintaining accurate records and correspondence with them, escalating where necessary to ensure the correct outcome for the customer.
3-week induction period working closely with experienced staff.
Induction date of 21st August 2023. This is a 6 month Fixed Term Contract.
First Customer Contact operates 24 hours a day, 7 days a week.
You will join on a rotation, which will fall between the hours of 08:00 and 18:30.
You will receive a basic annual salary of £21,400.00 (£10.97p/h) on a 37.5-hour contract.
We also offer a tenure bonus, where you will receive £500 each year following your anniversary with the company.
First Customer Contact, The Square, Broad Street West, Sheffield, S1 2BQ
First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across three franchises (Great Western Railway, South Western Railway and Avanti West Coast) and our open access operator (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.
We are continually seeking ways in which to improve the experience for our customers and the environment for our colleagues. Our modern Customer Contact Centre, based in Sheffield centre, will therefore use industry leading systems to deliver excellent customer service and ensure that customers are speedily and effectively supported.
Our Customer support teams are responsible for a variety of customer enquiries which range from passenger assistance to processing customer compensation claims to complaints handling and general enquiries.
- A Travel Pass which entitles you to free travel on the FirstGroup Bus.
- Discounted travel for you and your family on our trains (Avanti West Coast, Great Western Railway, Hull Trains, Lumo, Trans Pennine Express and Southwestern Railway)after 6 months of service
- 25 days holiday (plus Public Holidays)
- Contributory pension scheme
- Discounted Gym Membership to help you stay fit for less
- Discounts at over 100 retailers, including well-known high-street shops, cinema tickets, flights, and holiday bookings through our in-house rewards package.
- Discounts on selected local retailers & brands
- Engaging and vibrant environment
