Call Centre Agent - French Speaking

First Group; Leeds; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in mobility is seeking a French-speaking Call Centre Agent to manage transport services and liaise with clients. The role involves booking services, ensuring compliance, and providing excellent customer support. Candidates should possess strong communication skills and the ability to work under pressure. The position offers various benefits including health plans, discounted travel, and flexible working options.

Benefits

Health benefits including Simply Health & Smart Health

Discount platform for shopping and supermarkets

Discounted train travel and free bus pass after 6 months

Cycle to work scheme

33 days' holiday

Pension scheme and share purchase options

Enhanced maternity/paternity pay

Flexible working options

Qualifications

• Experience in a customer service environment with call handling focus.
• Ability to work under high workload and pressure.

Responsibilities

• Book emergency transport services and manage customer requirements.
• Coordinate with external agencies and ensure compliance with safety policies.
• Maintain flexibility in duties based on business needs.

Skills

Fluent in French

Customer service excellence

Professional communication skills

Solution-oriented approach

Teamwork and issue resolution

Ability to work under pressure and prioritize

Attention to detail

Empathy and flexibility

Good geographical knowledge

Tools

Microsoft Office

GTI

Job description

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 policies. Liaising with operators and clients in French, providing oral and written translation between internal departments.

Responsibilities

1. Respond to all FTS customer requirements by booking emergency transport services within FTS pricing agreements.
2. Manage, monitor, and track all transport services using the GTI system.
3. Record and escalate issues affecting safety or timeliness, working within KPIs.
4. Liaise with Operators for updates and information to ensure efficient operations.
5. Address queries related to finance and compliance with Operators.
6. Coordinate with external agencies (e.g., emergency services, Easyjet, DVSA, local authorities).
7. Manage standby vehicles and record changes.
8. Complete paperwork for daily department operations.
9. Collaborate with other FTS departments for smooth operations.
10. Maintain flexibility in duties based on business needs.

Company Responsibilities

• Undertake additional duties as requested by your line manager.
• Adhere to all FirstGroup policies and procedures.
• Engage in personal development and training activities.
• Ensure safety for yourself and others, complying with safety policies.
• Support environmental initiatives and meet environmental targets.

FirstGroup Vision and Values

Our Vision: Providing easy and convenient mobility, connecting people and communities.

Our Values:

• Customer focus
• Safety first
• Supportive teamwork
• Accountability
• High standards and continuous improvement

Skills

• Fluent in French
• Customer service excellence
• Professional communication skills
• Solution-oriented approach
• Teamwork and issue resolution
• Ability to work under pressure and prioritize
• Attention to detail
• Empathy and flexibility
• Proficiency in Microsoft Office and GTI
• Good geographical knowledge
• Knowledge of road transport and driver hours regulations

Experience

• Customer service environment, call handling focus
• Ability to work under high workload and pressure
• Initiative in resolving issues and inquiries

Rewards & Benefits

• Health benefits including Simply Health & Smart Health
• Discount platform for shopping and supermarkets
• Discounted train travel and free bus pass after 6 months
• Cycle to work scheme
• 33 days' holiday
• Pension scheme and share purchase options
• Enhanced maternity/paternity pay
• Flexible working options

We focus on physical and mental wellbeing, with initiatives and 24/7 confidential support available.

Please apply now. We look forward to your application.

We are committed to inclusion and welcome applications from all backgrounds.

Background checks will be part of our recruitment process.