Live Chat Advisor

Job Description

Live Chat Advisor£22k + BenefitsLeeds City Centre / Hybrid WorkingAre you experienced in using Social Media/Live Chat in a professional capacity This Live Chat Advisor role is your chance to be part of our fast paced, busy contact centre, interacting with a wide variety of people every day through our Live Chat platforms.This is a brand new role at First Bus so your exceptional customer service skills will be critical in giving you the ability to really make a difference to our customers, offering a first-time resolution - every time!Welcome to First BusHello! First Bus is one of the countrys largest bus operators - taking 1.6 million customers to their destinations every day. Were a forward-looking business at the forefront of bus technology, leading the way on contactless payments, Mobile Apps and realtime information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. Its an exciting time to be here!You will be based within First Bus Shared Services, in our city centre offices, right behind Leeds Train Station. You will find our offices to be lively, welcoming and just an overall great place to work! We also offer Hybrid working to be agreed with yourmanager.What will you be doing

• Managing and resolving social media queries in real time, ensuring first time resolution
• Providing a high level of personalised customer service at all times
• Leading by example to achieve all KPIs and targets
• Building an engaged community of customer advocates, through management of replies and asking questions to seed positive service discussions
• Ensuring all communications comply with social media guidelines, best industry standards and demonstrating First Bus values
• Multitasking on computer-based programmes and recording case notes
• Promoting new services and local service changes to customers via Social Media platforms
• Collaborating with the Social Media Advisors to build and maintain relationships with key stakeholders across the business, delivering an enhanced digital and social media customer experience

What are we looking for

• Previous experience of working in a high-volume, fast paced and customer focused Contact Centre (or similar)
• Experience using Live Chat or Social Media channels in a professional capacity
• Outstanding written communication skills, with the ability to change and adapt your style and tone of voice to suit the needs of the audience
• Proactive in utilising information from numerous systems to resolve queries/complaints
• Ability to follow processes, adhere to policy/procedures and comply with GDPR
• Ability to multi-task, prioritise and manage own caseload, with a high attention to detail
• Familiar with key Social Media and service metrics, with a passion for continuous improvement
• Strong IT skills, including Microsoft packages
• Previous experience of working to KPIs

What can we offer you

• Hybrid working
• Competitive Salary of £22,000
• 25 Days Annual Leave
• Free company bus travel pass for you and your family
• Discounted train travelfor you and your family
• First Xclusives - Discounts on many high street brands

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. Youll find a range of health-promotion initiatives, and you will have 24/7 access to ourconfidential Employee Assistance Programme.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 bringso many benefits to our customers, communities and people. We welcome applications from all.