Hybrid Customer Service Advisor with Benefits

First Group; Leeds; Hybride; GBP 25 000 - 30 000; Plein temps

Avantages offerts par ce poste

Health benefits

Cycle to work

Holiday entitlement

Pension scheme

Free bus pass

Employee discounts

Résumé du poste

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

Responsabilités

• 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.

Connaissances

Customer service experience

Complaint handling

Communication skills

IT skills

Multitasking

Empathy

Microsoft Office

Outils

Microsoft Office

Description du poste

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.