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First Customer Contact

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Top Insider Advice

I've always been passionate about helping people, previously before working here I have been a Scout Leader and a teacher in a school. Having these experiences made me sure that I wanted to go into a career which would help people to progress and better themselves. When I went for the Training Officer position I had no prior experience in training but was able to show the passion I had for the job and showcase the talent I had to creating that comfortable, open, and learning environment. So I would say if you've got a passion for a certain area where you want to work then go for it and show your passion.

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Career path

Training Officer, First Customer Contact

FirstGroup

From 11/2021 to 05/2025

Training Officer, First Customer Contact

FirstGroup

From 05/2019 to 11/2021

Company

What do you like about your job and the company?

When training, there are some people who pick things up rather quickly and some who will take a bit longer to understand certain information. No matter how long it takes people to grasp the material, I am thrilled when it starts to sink in and will spend as much time as possible with each person individually to make sure they feel comfortable with the job which they're going to be performing. For me seeing someone happy to be in the job they've chosen motivates me most as I know I've helped them on that journey to successfully motivating themselves as well. I'll follow peoples' journeys as well, I feel training never finishes so I'll make sure the advisors I've had in training are always able to contact me if needed around material and if I'm unsure of their answers I will be sure to find out and let them know.

Greatest achievements

As a trainer I get pulled into projects, sometimes with a long lead time where there is time to prepare, and sometimes it'll be a last minute decision that something needs training and there's a lot less of a lead time with these. For this particular project I was told that we needed to train out to 62 advisors a brand new area of the business, which we had not been a part of beforehand. My lead time on this was 2 hours to prepare what I needed and deliver this out to the 62 advisors who needed it. I would class this as my biggest achievement as by the end of the 8 hour day session I ran with them, all 62 were competent at the role and ready to go live with this new area of the business.

Other Insiders

Claire S

Top Insider Advice

Your professional reputation is about you and will follow you throughout your career, it's important to protect it. Sometimes you may not agree professionally with business decisions or strategy. You should never let an employer feel like you have to compromise your professional integrity to aid your popularity within the company to secure promotions. It is important to check the values of the company you are seeking employment with and make sure they are a good fit for you. Research how others have rated working for the company you are considering taking a position at. Don't always think about the salary, there is much more to it in order to ensure your success and happiness within a company. Ensure you work for a company who value you and will help you develop your professional career and thrive.

Paul A

Top Insider Advice

I have been on the railway for nearly 7 years now and I can truly say it's never been boring. There is a true family atmosphere and everyone looks after each other. The Railway has changed a great deal in the last few years and is still changing now, it's modernising and evolving all the time. It's an exciting time for our particular company, in that we have just been awarded a 9 year contract, we are a new fresh brand, we have new trains arriving and our inherited fleet of trains are coming to the end of an exciting major refurbishment programme. Everyone is accepted and Equality and Diversity is a major factor of everyday work.

Paul S

Top Insider Advice

I would encourage anyone who wants to pursue a career as a Train Driver...Go for it. You will not regret it. From the very early shifts to the late ones; every drive brings its own challenges. This is something that still excites me when I get to drive. I have played an active part in answering recruitment questions in the past as well as delivering training to trainee drivers. So the application process will all be worth it once you sit in the driving seat. We’re determined to make a difference. We’ve worked with the LGBTQ+ community and our Inclusion Council to raise the bar. At Avanti West Coast, we’re committed to creating a team that works for all of us. We know it’s not enough to say it – we must live it too. Every single day. That’s why we’ve introduced Live Proud. In a world where anyone can be anything, we all want the opportunity to be ourselves. That’s why we’re encouraging colleagues, customers and communities to share their spark. And when it comes to Pride, we’re proud to stand out. If you have been thinking about applying, come and share your spark and join our amazing community.

Discussions with Rowan A
Is there any chance for people from other countries to apply for jobs in FirstGroup
in Internal career mobility·Tuesday, January 9, 2024
1 response
13 views
What's the culture in terms of diversity?
in Career Tips·Wednesday, September 20, 2023
1 response
23 views
What support for personal development / training is provided?
in Career progression·Tuesday, November 7, 2023
1 response
13 views
Hello, how do I locate the transfer of information form? Thank you, C. Pop
in Application support·Wednesday, December 27, 2023
1 response
10 views
do you offer work from home job opportunities in customer service?
in Career Tips·Tuesday, February 6, 2024
1 response
27 views