Customer Service Advisor

First Bus Central Services; Leeds; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Simply Health & Smart Health for you &

Cashback on optical & dental

24/7 mental health support (EAP)

Discounts on high street brands

Discounted First Group travel for you

Cycle to work scheme

Up to 25 days holiday + bank holidays

Pension scheme

Share purchase option

Job summary

First Bus Central Services in Leeds is seeking a capable customer service professional to handle enquiries, manage case notes, and resolve issues within set service levels. You will work across internal teams to support depots and ensure GDPR and policy compliance.

The role is hybrid, with Monday–Friday hours and a rotation of Saturday work every eight weeks. The ideal candidate excels in communication, remains calm in challenging conversations, and is committed to delivering fair outcomes for

Qualifications

• Experience in a customer service or contact centre environment.
• Proven experience handling customer complaints and resolving issues effectively.
• Ability to remain calm, professional and empathetic during difficult conversations.

Responsibilities

• Respond to customer enquiries and complaints, providing timely and effective resolutions.
• Manage customer cases using internal systems, ensuring all records and case notes are accurate and up to date.
• Resolve customer queries within agreed service levels and timescales.

Skills

Customer service

Complaint handling

Written communication

Verbal communication

IT skills

Multi-tasking

Team collaboration

Tools

Microsoft Office

Job description

About First Bus

Are you ready to advance your career with one of the UK's leading bus operators? Join a forward-thinking company that embraces cutting-edge bus technology, from innovative mobile apps to environmentally friendly vehicles. We are passionate about delivering passenger journeys that are sustainable, comfortable, and efficient. We are at the forefront of innovation in the industry, connecting communities and shaping the future of public transport.

Location: Leeds, Victoria Place (hybrid role) Hours: Monday – Friday, 9am – 5pm + one Saturday every 8 weeks Salary: £27,500

Key Responsibilities

• Respond to customer enquiries and complaints, providing timely and effective resolutions.
• Manage customer cases using internal systems, ensuring all records and case notes are accurate and up to date.
• Resolve customer queries within agreed service levels and timescales.
• Escalate complex or unresolved issues where appropriate.
• Work closely with operational depots and internal departments to gather information and support case resolution.
• Ensure compliance with company policies, procedures and GDPR requirements.
• Achieve individual and team performance targets relating to productivity, quality and customer outcomes.
• Effectively manage your workload within a busy contact centre environment.
• Support continuous improvement initiatives and contribute to process enhancements.

About you

You’ll be an excellent communicator who remains calm and professional when dealing with challenging situations. You’ll have experience handling complaints, demonstrate sound judgement when investigating issues, and be passionate about delivering fair outcomes and excellent customer service.

Skills/experience

• Previous experience in a customer service or contact centre environment.
• Proven experience handling customer complaints and resolving issues effectively.
• Ability to remain calm, professional and empathetic during difficult conversations.
• Outstanding written and verbal communication skills
• Previous experience in being proactive in utilising information from a number of systems and resolving problems
• Ability to multi-task, prioritise and manage own caseload
• A high level of IT skills including Microsoft packages

Rewards

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

Equal Opportunities

Equal Opportunities 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.

We are always looking for skilled and talented people to join us across our sixty plus depots from Aberdeen to Truro. It takes a dedicated team of specialists and professionals over just about every type of role you can think of to keep us on the road and creating amazing passenger journeys. We’ve embarked on a journey of major transformation – to make sure we put our people and customers first. Our people are the beating heart of First Bus. Without them, there would be no drivers to take customers to where they need to go and no engineers to keep our buses safely on the road.