Customer Service Advisor (Fully Remote, UK) – £24,570/Year

First Customer Contact is seeking a capable and detail-oriented Customer Service Advisor to join its remote team. This role is ideal for an organised professional who is comfortable working in a fast-paced, high-demand environment while maintaining accuracy and service quality.

The successful candidate will handle customer enquiries efficiently, follow structured processes with precision, and demonstrate strong computer literacy, particularly in Microsoft Office 365. A keen eye for detail is essential, as the role involves identifying inconsistencies, completing tasks accurately, and recognising when systems may not be functioning as expected.

You will be able to manage workload effectively within a high-efficiency department, remain focused under pressure, and communicate clearly with colleagues and customers. This fully remote opportunity offers the chance to work with an established organisation that values reliability, accuracy, and professional customer service delivery.

Position: Customer Service Advisor

Job Type: Full Time

Salary: £24,570 (37.5 hour contract)

Location: Remote

Who are we?

First Customer Contact sits at the heart of FirstGroup’s commitment to delivering outstanding customer experiences. As an established, multi‑brand contact centre, we support millions of passengers across First Rail’s operations, including Great Western Railway, Avanti West Coast, Hull Trains and Lumo. Our teams play a vital role in helping customers travel with confidence across intercity, commuter, regional and sleeper services

We use industry‑leading systems and a continually evolving service model to ensure every customer receives timely, accurate and empathetic support. From compensation and complaints handling to group travel, assisted travel services, retail sales, fraud prevention and quality assurance, our specialist teams manage a wide range of customer needs with professionalism and care.

As part of FirstGroup, the UK’s largest rail operator and one of the country’s biggest transport employers, First Customer Contact contributes to a wider mission: making travel simpler, more reliable and more sustainable. With circa 30,000 colleagues across the UK and Ireland, FirstGroup is committed to reducing environmental impact and delivering transport services that help people move better every day.

About the job

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 includes reviewing evidence, verifying validity of claims with precision, processing customer compensation claims

Your main responsibilities will be:

• Accurately process claims within the agreed timescale while adhering to policy
• Achieve performance objectives while adhering to quality and accuracy standards
• Maintain accurate records on our systems.
• Maintain our systems and equipment by reporting any problems
• Attend training to improve personal knowledge and professional development
• Identifying and escalating system / functionality anomalies to the Management Team to investigate further
• A flexible approach to undertaking duties to reflect operational requirements
• Verifying all information, following established procedures, and seeking clarification when necessary
• Prompt reporting of issues to allow this to be rectified quickly, minimising potential financial and operational impacts

As a minimum, you will need to have:

• The ability to work in a high demand, high efficiency department
• Keen eye for detail and precision while completing processes
• Ability to spot when systems may not be functioning correctly
• Ability to self motivate while working remotely
• 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 complete mental arithmetic accurately
• Collect evidence and investigate customer compensation claims
• Capacity to communicate effectively using all forms of media
• Confident in highlighting and identifying issues (systems or functionality) 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)

About the location

This is a fully remote position – based within the UK only.

Working pattern

Operational Team shift pattern to cover from 08:00-18:00 including weekends (1 in 8)

Contact Centre Operational Hours 6am – 11pm – 7 days a week

The Reward

We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well-being, and future:

• Competitive Pay – Salary of £24,570
• Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
• Discounted Train Travel – Enjoy all day travel for you and your family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) and Lumo after 6 months of service
• Generous Holiday Allowance – 25 days of annual leave plus public holidays
• Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme
• First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more
• 24/7 Employee Assistance Programme – Confidential support whenever you need it, because your wellbeing matters.

We all belong at First Customer Contact. FirstGroup’s vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.