We're hiring - Controller - Call Centre Agent
- Salary - £30,257.55
- Location: Accrington, onsite
- Hours: 4 days on, 4 days off between 07:00 – 19:00, Monday – Sunday (including bank holidays)
The Role
The successful candidate will be responsible for booking, managing and monitoring transport services and emergency transport services for our customers.
Key Responsibilities
- Respond to all FTS customer requirements by booking emergency transport services.
- Record and escalate as required any issues that may affect the safe or timely running of an operation.
- Liaise with Operators to provide updates and information as required.
- Manage the provision of stand-by vehicles and record any changes.
- Liaise with external agencies as necessary to obtain required information (emergency services, Network Rail, DVSA, local authorities, rail user groups)
- Completion of paperwork involved in the day to day running of the department.
What are we looking for?
- Previous experience in a customer service or contact centre environment
- Strong customer service skills with a focus on quality and first‑time resolution
- Confident and professional telephone manner
- Proven ability to assess issues and provide effective solutions
- Empathetic, patient, and able to build rapport with customers
- Clear and accurate communication skills, both verbal and written
- Ability to remain calm under pressure and manage priorities effectively
Click here for the full job description and to apply via the First Bus website