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Customer Resolution Specialist

Customer Resolution Specialist



37.5 hours per week

Are you looking to use your wealth of experience and skills to develop in a new role within First Bus?

We are looking for a Customer Resolution Specialist to join our National Contact Centre

Your primary duties will be to log, investigate and respond to customers queries/complaints, local authority cases and high level complaints, either in writing or by telephone. The investigation will involve liaising with senior stakeholders across the business and within the operating companies and depots directly, ensuring that up to date and accurate information is provided, and specific outcomes are agreed and communicated to the customer.

Welcome to First Bus

Hello. First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

About the role

The successful candidate will be required to investigate complaints escalated by our Customer Service Advisors. On occasion, you will be liaising directly with Alternative Dispute Resolution bodies in regards to unresolved complaints.

What you will be doing:

  • Engaging with a large demographic of customers to resolve customer queries, using your communication and problem-solving skills to obtain the relevant information and assist the customer
  • Providing a high level of personalised customer service at all times, putting the customer at the heart of everything you do
  • Working alongside other members of the Customer Resolution Team and different departments in order to resolve complex and challenging customer correspondences
  • Leading by example to achieve all KPIs
  • Multitasking on computer-based programmes, recording case notes and using systems to find specific information
  • Building and maintaining relationships with key stakeholders across our Operating Companies to identify and resolve reoccurring complaint themes
  • Supporting other colleagues within the National Contact Centre where required.

About you

  • A vibrant and enthusiastic individual, who is passionate about providing excellent customer service at all times
  • Previous complaints management experience
  • Outstanding written and verbal communication skills, with the ability to change and adapt your style and tone to suit the needs of the audience and customer
  • Ability to network with the wider team across multiple functions
  • Proactive in utilising information from a number of systems to resolve problems
  • Ability to follow processes, adhere to policy and procedures and comply with GDPR, whilst also working on own initiative to help answer customer queries
  • Ability to multi-task, prioritise and manage a multitude of customer contacts / communications
  • Previous experience of working to KPIs, focused on delivery and quality in particular
  • A high level of IT skills including Microsoft packages
  • Ability to work well under pressure in a fast-paced contact centre, whilst having a high attention to detail
  • Ability to work autonomously by delegating and prioritising your workload

 Rewards & Benefits

  • First Xclusives discount scheme: You and your family & friends can benefit from over 3,000 offers on high street & leisure brands such as: Argos, Asda, Sainsburys
  • Free travel on our buses for you and your family
  • £6 all-day train travel for you and your family on Great Western Railway, South Western Railway, Avanti, Trans Pennine Express, Hull Trains
  • 25 days' holiday
  • Flexible working

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strain 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.

Please apply now. We look forward to receiving you application.

Public transport serves everyone, whatever their differences. At First Bus, 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
Leeds Princes Exchange
2 Princes Square, Leeds, West Yorkshire, England, LS1 4BY
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Leeds Princes Exchange
  • Salary:
  • Closing Date:
    12 August 2022
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