Customer Service Advisor

First Group; Leeds; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Health benefits

Cycle to work

Holiday entitlement

Pension scheme

Free bus pass

Employee discounts

Job summary

First Bus in Leeds is seeking a Customer Service Advisor for our National Contact Centre. The role focuses on responding to customer enquiries and complaints across channels, ensuring professional and accurate resolution in line with service standards.

Based in Leeds (hybrid), the position requires handling cases, liaising with depots, and maintaining high customer satisfaction. January 2027 start is anticipated; salary £27,500 per year with benefits.

Qualifications

• Previous experience in a customer service or contact centre.
• 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
• 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

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.

Skills

Customer service experience

Complaint handling

Communication skills

IT skills

Multitasking

Empathy

Microsoft Office

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

We are looking for a customer-focused and proactive Customer Service Advisor to join our National Contact Centre team. In this role, you will be responsible for responding to customer enquiries and complaints across multiple communication channels, ensuring every interaction is handled professionally, accurately and in line with our service standards.

Working in a fast-paced environment, you'll investigate issues, liaise with operational teams and depots, and provide effective resolutions while maintaining high levels of customer satisfaction.

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

What's Next?

If your application is shortlisted, you'll first have a brief screening conversation with our Talent Acquisition team to discuss your experience and the role in more detail. Successful candidates will then be invited to attend a face-to-face interview with our Customer Service Team Leaders. We're planning for successful candidates to join the team in January 2027, so we're keen to hear from people who can start around that time.

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

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.