First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the team
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 compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.
About the job
- The role will be to deliver effective training & Induction / onboarding sessions to our colleagues both new and existing, to ensure successful knowledge transfer of our policies and processes.
- The role will be involved in the continuous improvement of content they are delivering and will require a patient mindset by mentoring & supporting our new colleagues during their most nervous part of their journey and transitioning into our organisation.
- Reporting to the Talent Development Manager, you will support the overall delivery of induction and upskills training material, engaging new and existing colleagues by providing enthusiasm, energy and professionalism to ensure they are successful in their roles
Your main responsibilities will be
- Accountable for the delivery of our new starter journey, supporting on-boarding processes challenging poor behaviour and reporting back to Line Manager in a timely manner.
- Confident and credible delivery of effective learning solutions focussing on achieving the learner objectives, making learning fun and enticing.
- Provide client knowledge, soft skills, product / service and system training to ensure optimal knowledge transfer to colleagues for them to be able to undertake their role in an effective and efficient manner.
- Strict adherence to DPA principles.
- Be able to keep cohorts training on track and on time.
- Tailoring training methods to cater for each individual colleagues' unique needs including disabilities, neurodiversity and learning styles.
- Deliver fun and interactive training using a variety of training methods, materials and media to individuals or large groups of people as required.
- Be passionate about our client's brand and their products/services and FCC as a whole.
- Act on feedback and demonstrate continuous improvement.
- Gain learner scoring feedback for sessions delivered to a high standard acting on coaching or observation feedback as appropriate.
- Evaluate own performance through the results your learners achieve in their roles
- Manage behaviours and performance within the learning environment and ensure strict adherence to our standards of inclusivity.
- Engage with operational stakeholders to ensure and Line Managers to keep updated on concerns for transferring of colleagues to functional teams.
- Liaising with HR and Talent Acquisition on issues raised in a prompt manner ensuring responsiveness is gained from HR and TA to resolve colleagues queries quickly and efficiently.
- Ensure training room and facilities are organised, clean and tidy ensuring they are kept to the high standards throughout the sessions.
- Promptly reporting any wellbeing, safety or health concerns to Line Manager
As a minimum, you will need to have
- Excellent verbal communication skills.
- Be able to project oneself in a confident and articulate manner.
- Adherence to facilitator guides and protocol.
- Has experience in the delivery of learning and/or operational coaching within a customer focussed environment (not essential).
- Flexible in approach to working hours and on occasion, location.
- Able to work well under pressure, build and maintain the highest standards of conduct.
- Flexible, enthusiastic and committed to our values and behaviours.
- Ability to inspire and motivate.
- Thinks outside the box and uses initiative to combat issues arising.
- Welcoming and calming presence for new starters.
Knowledge and skills
- Excellent verbal communication skills at all levels
- Experience of working in a complex, changing, fast paced environment
The reward
- 25 days Holiday plus National Bank Holidays
- Travel Offers for Bus and Rail*
- Payroll Giving – donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Save as You Earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the Scheme, or take your savings as cash.
- Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
