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Customer Service Advisor

The Role

Are you passionate about delivering excellent customer service? Are you looking for a new role where you can utilize your skills? 

We are looking for enthusiastic individuals to join our established team of customer relations & retail advisors! You would be responsible for positively engaging with our customers, resolving queries and complaints to the highest standards and providing exceptional customer service. Building strong rapport with passengers, empathising and taking ownership to deliver customer interactions which reflect the First Group values to achieve a First Contact Resolution. The role will include investigating and resolving enquiries and complaints, predominately through inbound calls, occasionally email case work using Rail industry systems, applying our policies where relevant. Conduct a consistent approach when dealing with passengers, in accordance with department framework approach to customer contact and interaction.

You will be the first interaction with our rail passengers and will be expected to be a positive, empathetic and helpful to each of our passengers! You will also be able to remain calm in demanding situations!

Salary & Shifts

£10.25 per hour, £20,000.00 per annumOur shifts are a regular shift pattern between 8am and 8pm, Monday to Sunday. (Working 1 in 3 weekends!)

Who are we?

At First Rail, we're the leading Railway operator in the UK assisting over 2 billion passengers last year! In fact, we're one of the UK's most experienced rail operators, carrying around 140m passengers across our four franchises and our two open access operations, including the GWR Night Riviera service.

We're always working hard to improve the experience our passengers have whenever they use our services, but what you may not know is that we'll also do the same for you. So here, you'll find state-of-the-art systems to help us deliver excellent customer service, along with a fresh, vibrant, modern and stylish environment. One that's purpose is built to help you develop your skills and offer career experience and progression that you won't find anywhere else.

To join our rail customer relations and retail team, you'll need:

  • A thorough approach with strong attention to detail.
  • Great spoken & written communication is a must
  • A passion for delivering excellent customer service.
  • 6months experience working within a Customer Service environment (preferred)
  • Great IT skills and an ability to learn new technology and processes quickly.

In return you will be offered numerous benefits including:

  • Travel pass which entitles to free travel on the FirstGroup Bus.
  • Discounted travel for you and your family on our trains (Avanti West Coast, Great Western Railway (GWR), Hull Trains, Lumo, Trans Pennine Express and Southwestern Railway (SWR).
  • Up to 5 weeks holiday (plus Public Holidays)
  • Contributory pension scheme
  • Discounted Gym Membership to help you stay fit for less
  • Discounts at over 100 retailers, including well-known high-street shops, as well as discounts on cinema tickets, flights and holiday bookings through our in-house rewards package.

We welcome applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age. We aspire to be a diverse and inclusive organisation because we believe that diversity brings benefits for our customers, communities and our people. Your first step is to log on to our Careers Website at There, you'll be able to take a closer look at our contact centre and find out more about working here. Once you've applied for the role, we'll send you a link to take part in our online English Language assessment, which will test your English including whether you're able to use grammar correctly. If you're successful, we'll then give you a call to ask you some additional questions to make sure you're the right fit before we arrange an interview.

Please note that if you are successful, we'll also ask you to complete our background checks which includes credit referencing and a basic DBS check

Close map
First Contact Centre, The Square Sheffield
2 Broad Street West, Sheffield, England, S1 2BQ
  • Ref:
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    First Contact Centre, The Square Sheffield
  • Salary:
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