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Call Centre Agent

First Travel Solutions Ltd (FTS), a subsidiary of FirstGroup Plc, are looking for Call Centre Agents to book, manage and monitor transport services and emergency transport services for our customers.

Location: Accrington, Lancashire

Starting salary:  

Up to £23,500 - Day shifts - rotation of 4 shifts working 07:00-19:00, followed by 4 rest days

Up to £26,000 – Mix of day and night shifts – rotation of 4-day shifts working 07:00-19:00, followed by 4 rest days, followed by 4-night shifts working 19:00-07:00

Welcome to First Travel Solutions

First Travel Solutions are the UK's leading supplier of vehicles for time sensitive, critical passenger movements, delivered through a national network of approved suppliers.

Our dedicated 24/7 Control Centre supports all types of passenger transport nationwide, from single vehicles to 100's of coaches for sporting and cultural events. 

We pride ourselves on understanding our clients transport needs and exceeding their expectations, to deliver better experiences for everyone.

What will you be doing?

  • Responding to client requests for time sensitive transport
  • Escalating and reporting incidents
  • Meeting key performance indicator targets and service level agreements for vehicle arrival times and call response times
  • Liaising with transport operators, drivers, ground staff and external agencies
  • Completing administration tasks

What are we looking for?

  • Excellent customer service skills
  • Professional call handling skills
  • Ability to solve problems
  • Empathetic nature and ability to build rapport
  • Clear communication, both written and verbal
  • Strong team player
  • Work well under pressure with ability to prioritise workload
  • Transport or call centre experience is not essential, as full training is provided

What can we offer you?

  • 23.5 days Annual Leave - take 4 shifts holiday and get 12 days off!
  • Free bus pass for you and your family on joining
  • First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
  • First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London/Edinburgh for £6!
  • Generous pension and shares scheme
  • Employee Assistance Programme – 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at First Travel Solutions. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Apply now! We look forward to receiving you application.

Public transport serves everyone, whatever their differences. At First Travel Solutions, 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.

Close map
Clayton Business Park, Accrington
Unit 5 Petre Court, Petre Road, Clayton-le-Moors, Accrington, Lancashire, England, BB5 5HY
  • Ref:
  • Company:
    First Travel Solutions
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Clayton Business Park, Accrington
  • Salary:
    £22k + Additional Night Shift Allowance
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