Hybrid Customer Service Advisor - Leeds (Impact & Growth)

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

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