Job Description

Who are we?

First Customer Contact

is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK. 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

You will work collaboratively with both the people team and our network of colleagues across the organisation to understand their needs and to support in continuous improvement to help us to engage talented individuals from a diverse range of backgrounds to join and grow within our organisation. You will be naturally confident with excellent communication skills (both written and verbal), and the ability to build strong working relationships with internal and external stakeholders. Our strong team ethic has been an important part of our success, so you can't be afraid to roll up your sleeves up and get in involved. You will create job profiles for new- joiners (New starters) and ensure that their information is correct and accurate. As a Data administrator you will maintain the HR information system (HRIS) used to store and manage HR data. You will ensure that the HRIS is updated with the latest data and that the system is working correctly

Your main responsibilities will be:

Collect and analyse HR data from various sources, including HRIS, employee surveys, performance evaluations, and other relevant systems. Clean, transform, and validate HR data to ensure accuracy, consistency, and data integrity. Use data analysis techniques to identify trends, patterns, correlations, and insights related to HR metrics and key performance indicators (KPIs). Develop and maintain HR dashboards, reports, and visualizations to effectively communicate HR data and insights to stakeholders. Conduct statistical analyses and predictive modelling to support HR initiatives and identify potential risks or opportunities. Collaborate with HR stakeholders to understand data requirements and develop customized reports and analytics to meet their needs. Provide HR data-driven insights and recommendations to support strategic decision-making and drive HR initiatives. Monitor HR data to identify data anomalies, outliers, and data quality issues, and take corrective actions as necessary. Stay updated with HR trends, industry benchmarks, and best practices to enhance HR data analysis capabilities. Participate in HR projects and initiatives related to data analytics, including HR system implementations, process improvements, and automation. Maintain data privacy and confidentiality standards in handling sensitive HR data. Support HR data requirements for regulatory reporting, audits, and compliance purposes. Provide training and guidance to HR team members on data analysis tools and techniques. Continuously identify opportunities for process improvement and automation to enhance efficiency and accuracy in HR data analysis.

Ideally you will need to have:

Work-day, Success factors or any other HR Software. Proficiency in Microsoft Technologies - Office 365, Teams, Outlook etc. Strong organisation skills with an ability to prioritise and meet deadlines. Ability to engage directly with internal stakeholders and external stakeholders. Reliable, responsible, and able to handle confidential information with discretion. Excellent communication skills Master's Degree (Maths, Engineering, Business or Physics or Post-Grad Diploma in Business) or equivalent Prior experience within research, data analytics or HR role is desirable but not essential. 2+ years of experience in HR data management and analysis. Strong technical skills, including proficiency in HRIS, SQL, Excel, and other database management tools.

About the location

Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.

Working pattern

Monday - Friday 8:00am - 18:00pm

37.5 hours per week

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

+ after 6 months of employment

We all belong at First Customer Contact.

FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.



We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.



We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.



We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.



If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.