{"id":3546317,"url":"https://alion.io/job/first-bus-customer-service-advisor","title":"Customer Service Advisor","company":{"id":1767914,"name":"First Bus","domain":"firstbus.co.uk","url":"https://alion.io/company/firstbus","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":11,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Leeds, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":87000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false}],"status":"live","first_seen_at":"2026-10-30T20:53:42Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-07T05:55:48Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"About First Bus:\nAre you ready to advance your career with one of the UK's leading bus operators? Join a forward-thinking company that embraces cutting-edge bus technology, from innovative mobile apps to environmentally friendly vehicles. We are passionate about delivering passenger journeys that are sustainable, comfortable, and efficient. We are at the forefront of innovation in the industry, connecting communities and shaping the future of public transport.\nLocation: Leeds, Victoria Place (hybrid role)\nHours: Monday - Friday, 9am - 5pm + one Saturday every 8 weeks\nSalary: £27,500\nWe are looking for a customer-focused and proactive Customer Service Advisor to join our National Contact Centre team. In this role, you will be responsible for responding to customer enquiries and complaints across multiple communication channels, ensuring every interaction is handled professionally, accurately and in line with our service standards.\nWorking in a fast-paced environment, you'll investigate issues, liaise with operational teams and depots, and provide effective resolutions while maintaining high levels of customer satisfaction.\nKey Responsibilities:\nRespond to customer enquiries and complaints, providing timely and effective resolutions.\nManage customer cases using internal systems, ensuring all records and case notes are accurate and up to date.\nResolve customer queries within agreed service levels and timescales.\nEscalate complex or unresolved issues where appropriate.\nWork closely with operational depots and internal departments to gather information and support case resolution.\nEnsure compliance with company policies, procedures and GDPR requirements.\nAchieve individual and team performance targets relating to productivity, quality and customer outcomes.\nEffectively manage your workload within a busy contact centre environment.\nSupport continuous improvement initiatives and contribute to process enhancements.\nAbout you:\n You'll be an excellent communicator who remains calm and professional when dealing with challenging situations. You'll have experience handling complaints, demonstrate sound judgement when investigating issues, and be passionate about delivering fair outcomes and excellent customer service.\nSkills/experience\nPrevious experience in a customer service or contact centre environment.\nProven experience handling customer complaints and resolving issues effectively.\nAbility to remain calm, professional and empathetic during difficult conversations.\nOutstanding written and verbal communication skills\nPrevious experience in being proactive in utilising information from a number of systems and resolving problems\nAbility to multi-task, prioritise and manage own caseload\nA high level of IT skills including Microsoft packages\nWhat's Next?\nIf your application is shortlisted, you'll first have a brief screening conversation with our Talent Acquisition team to discuss your experience and the role in more detail. Successful candidates will then be invited to attend a face-to-face interview with our Customer Service Team Leaders. We're planning for successful candidates to join the team in January 2027, so we're keen to hear from people who can start around that time.\nApplications for this role will close Friday 20th of November, however applications will be reviewed as they come in so we recommend you apply as soon as possible.\nRewards\nYour health is important to us which is why we offer Simply Health & Smart Health for you and your dependents at no cost to you! This offering includes cash back benefits across optical & dental as well as virtual GP appointments, mental health support and nutrition and fitness advise. Our EAP provision offers 24hr, 365 days a year mental health support\nWe are also committed to your financial wellbeing, and we offer a platform with many discounts on high street brands and supermarkets etc\nWorking at First you also receive discounted train travel for you and your family after 6 months service as well as a free bus pass\nCycle to work scheme\nUp to 25 days holiday + bank holidays\nPension scheme and chance to buy discounted First Group shares\nEqual Opportunities\nPublic 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.","description_format":"text","description_chars":4511,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Transportation & Logistics","Public Transport","Recruiting & Staffing"],"lifecycle":[{"event":"open","at":"2026-10-30T20:53:42Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.852,"p_room":0.945,"age_days":8,"expected_fill_days":15,"reasons":["conf:23","velocity","win:mid"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/first-bus-customer-service-advisor","json_url":"https://alion.io/job/first-bus-customer-service-advisor.json","meta":{"generated_at":"2026-11-08T16:29:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34744,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1767914},"rest":"https://alion.io/mcp/rest/get_company?id=1767914"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirst-bus-customer-service-advisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirst-bus-customer-service-advisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirst-bus-customer-service-advisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/first-bus-customer-service-advisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirst-bus-customer-service-advisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3546317}},{"tool":"search_jobs","arguments":{"company":"firstbus.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3546317},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}