Customer Service Advisor - Lates

FirstGroup; Sheffield; On-site; GBP 27,000; Full time

Job summary

A premier transportation company seeks a Customer Service Advisor in Sheffield. This position requires providing excellent assistance to customers through various media, addressing inquiries and complaints, while maintaining service quality. Ideal candidates will demonstrate exceptional communication skills and a passion for customer satisfaction. Join a diverse and inclusive team committed to enhancing customer experiences while enjoying benefits like travel discounts and holiday leave.

Benefits

25 days holiday plus bank holidays

Travel discounts for bus and rail

Employee Assistance Helpline

Shopping discounts and cashback

Employee share schemes

Qualifications

• Excellent verbal and written English skills.
• Proficiency in Microsoft Office 365.
• Conflict management abilities and advocacy for customer satisfaction.

Responsibilities

• Deliver exceptional customer service via phone and email.
• Respond to customer inquiries and complaints.
• Maintain accurate records on CRM (Salesforce).

Skills

Empathy

Patience

Problem-solving

Active listening

Excellent verbal and written English

Tools

Microsoft Office 365

Job description

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Customer Service Advisor - Lates, Sheffield

Client: FirstGroup

Location: Sheffield, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Reference: 261a808be142

Job Views: 5

Posted: 25.06.2025

Expiry Date: 09.08.2025

Job Description:

About the job – Voice Department

• You would be the first point of contact for all customers dealing with incoming calls.
• As a Customer Service Advisor, you are responsible for a variety of customer support matters, including handling inquiries and resolving complaints.
• You will provide excellent customer service support both verbally and in writing, within agreed timeframes and in an appropriate manner.
• Your role is key in achieving first contact resolution and meeting departmental contractual obligations.

Salary: £26,267 (37.5-hour contract)
Evenings: 12:30pm – 9pm / 2:30pm – 11pm, alternate weeks, weekdays only
Start Date: 28th July 2025

Please note: Annual leave will not be available during training and grad bay periods.

Main responsibilities include:

• Delivering exceptional customer service
• Responding to inbound calls, emails, and complaints
• Achieving performance objectives and adhering to standards
• Maintaining accurate records on CRM (Salesforce)
• Understanding all business areas for root cause analysis and continuous improvement
• Reporting system and equipment issues
• Attending training for personal and professional development
• Escalating high-profile customer contacts to management

Minimum requirements:

• A passion for customer service
• Empathy and teamwork skills
• Patience and composure in challenging situations
• Flexibility and adaptability
• Receptiveness to feedback
• Resilience and problem-solving skills
• Excellent verbal and written English skills
• Customer-focused attitude and proactive communication
• Conflict management abilities
• Effective communication across media
• Policy learning and application skills
• Organizational and prioritization skills
• Active listening skills
• Proficiency in Microsoft Office 365

About the location:

Sheffield city centre, ten minutes from Sheffield Station. Travel to other UK locations as needed.

Working pattern:

37.5 hours/week, evenings from 12:30pm to 9pm / 2:30pm to 11pm on alternate weeks, weekdays only. Operational hours: 06:00-23:00, including weekends.

Benefits:

• 25 days holiday plus bank holidays (pro-rata)
• Travel discounts for bus and rail
• Payroll giving for charities
• Shopping discounts and cashback
• Employee share schemes
• Save as You Earn and Buy as You Earn schemes
• Employee Assistance Helpline

*After 6 months of employment.

At FirstGroup, we promote inclusivity and diversity, ensuring equal opportunities for all candidates. We support flexible working options and provide additional support for applicants with disabilities or neurodivergent conditions.