Job Title - Call Centre Agent (French Speaking)
Purpose of Role
Working within the Control team to book and manage transport services for FTS customers, ensuring compliance with contractual obligations and company policies. Liaising with operators and clients in French, providing oral and written translation support as needed.
Responsibilities
1. Respond to all FTS customer requirements by booking emergency transport services within agreed pricing.
2. Manage, monitor, and track all transport services using the GTI system.
3. Record and escalate issues affecting safety or timeliness, adhering to KPIs.
4. Communicate with operators to provide updates and information, ensuring SLA compliance.
5. Address queries related to finance and compliance with operators.
6. Coordinate with external agencies (e.g., emergency services, Easyjet, DVSA, local authorities) for necessary information.
7. Manage standby vehicles and record any changes.
8. Complete necessary paperwork for daily operations.
9. Collaborate with other FTS departments for smooth operations.
10. Maintain flexibility to perform duties as business needs evolve.
Company Responsibilities
1. Undertake additional duties as requested by your line manager.
2. Adhere to all FirstGroup policies and procedures.
3. Engage in personal development and training activities.
4. Ensure safety for yourself and others, complying with health and safety policies.
5. Support environmental initiatives and meet environmental targets.
Our Vision and Values
Vision: We provide easy and convenient mobility, improving quality of life by connecting people and communities.
Values:
* Customer focus
* Safety first
* Supportive teamwork
* Accountability
* High standards and continuous improvement
Skills
* Fluent French language skills
* Customer-oriented with excellent service skills
* Professional telephone manner
* Solution-focused problem solving
* Teamwork and issue resolution skills
* Ability to work under pressure and prioritize
* Attention to detail
* Empathy and understanding
* Flexible attitude
* Proficiency in Microsoft Office and GTI
* Good geographical knowledge
* Knowledge of road transport regulations and driver hours regulations
Experience
* Customer service experience, especially call handling
* Ability to manage high workloads under pressure
* Initiative in resolving issues
Rewards & Benefits
* Health benefits including virtual GP, mental health support, and dental/optical cashback
* Discount platform for shopping and services
* Discounted train travel and free bus pass after 6 months
* Cycle to work scheme
* 33 days' holiday
* Pension scheme and share purchase options
* Enhanced maternity/paternity pay
* Flexible working arrangements
We prioritize physical and mental wellbeing through various initiatives and support services. We encourage applications from diverse backgrounds to foster an inclusive environment.
Please apply now. We look forward to your application.
We are committed to equality and inclusion, welcoming applicants from all backgrounds. Background checks are part of our recruitment process.
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