Home Working Customer Service Advisor

First Rail is one of the UK’s most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, Trans Pennine Express and Avanti West Coast) and our open access operator (Hull Trains & Lumo). We operate all types of passenger railways – intercity, commuter, regional and sleeper services.

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer Delay Repay and Refund claim, quality assurance and fraud prevention for individuals.

As one of our Customer Service Advisors specialising in Delay Repay & Refunds, your role will be to process Delay Repay & Refund Claims within the service level agreement.

Our advisors are responsible for a variety of customer support matters which range from processing customer compensation claims.

Team shift pattern to cover from 08:00-18:00 including weekends

• Working in a high demand, high efficiency department
• Empathy with other people’s perspectives and the ability to work well with others
• Flexible in your approach to work with the ability to adapt to an ever-changing customer services environment
• Ability to accept constructive criticism and feedback

• Excellent computer literacy communication skills
• Good comprehension of Math & English and ability to write English quickly, concisely and effectively
• Demonstrable skills and ability to provide a customer focussed service, responding proactively and positively to challenges, keeping customers informed and managing expectations appropriately.
• Collect evidence and investigate customer compensation claims
• Capacity to communicate effectively using all forms of media
• The ability to work from home with a high level of quality and producitivty
• Confident in highlighting issues identified while carrying out duties
• Ability to learn and apply policies from the training sessions
• Excellent organisational skills coupled with the ability to prioritise work
• Computer literacy Microsoft office 365 (essential)

• A Travel Pass which entitles you to free travel on the FirstGroup Bus.
• Discounted travel for you and your family on our trains (Avanti West Coast, Great Western Railway, Hull Trains, Lumo, Trans Pennine Express and Southwestern Railway)after 6 months of service
• 25 days 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, cinema tickets, flights, and holiday bookings through our in-house rewards package.
• Discounts on selected local retailers & brands
• Engaging and vibrant environment
• Team outings & competitions