Customer Service - Call Handler - Permanent

  • Location
    Sheffield, South Yorkshire
  • Salary
    £20,000.00/Year
  • Job type
    Permanent
  • Industry
    Call Centre and Customer Service
  • External Reference
    JN-052022-253684
  • Category
    Sales & Retail - Call Centre

Customer service advisor


Salary: £20,000 per annum


Role: Perm


Location: Sheffield


Hours: 37.5 hour work week (full time) , covering a 7 day rota between 0800-20:00



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



  • The flexibility to work a regular shift pattern from 8am to 8pm with the potential of opting for an early or late shift Monday to Sunday. The centre is open 6am to 11pm 7 days a week.

  • A thorough approach with strong attention to detail.

  • Great communication skills on the phone and in writing.

  • A passion for delivering excellent customer service.

  • At least 6 months experience working within a Customer Service environment.

  • An ability to understand other people's perspectives.

  • An ability to remain calm in challenging situations and adapt to an ever-changing environment.

  • 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 and Tram network.

  • 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.



Who are we?


Our client are 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 rail passengers have whenever they use our services, but what you might 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, together with a fresh, vibrant, modern and stylish environment. One that's purpose is built to help you develop your skills and offer the kind of career experience and progression that you won't find anywhere else.


Our Rail Customer Relations and Rail Retail Advisors are responsible for positively engaging with our customers, resolving queries and complaints to the highest standards and providing exceptional customer service; using the principles of empathy, ownership and action to deliver customer interactions which reflect the First Group values to achieve a First Contact Resolution.


The role will include investigating and resolving customer enquiries and complaints predominately through incoming calls with occasional email case work using Rail industry systems, applying our policies where relevant. Conduct a consistent approach when dealing with customers, in accordance with department framework approach to customer contact and interaction.











Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy










To speak to a recruitment expert please contact Joel Womsley