About Us
Addison Lee – Giving London Life a Lift
Since 1975, Addison Lee has been at the heart of London’s transport network, delivering safe, stylish, and reliable journeys. As the capital’s leading passenger car, courier, and black taxi service, we take pride in setting industry standards.
Our strength lies in our employees and drivers- genuine, ambitious, united, and proud. We believe every journey should be more than just a ride, combining cutting-edge technology with exceptional service to transform the experience for clients and drivers alike.
As part of ComfortDelGro Group, our reach extends beyond London, connecting a global private hire network of over 34,000 vehicles. Our network spans public transport (buses and rail), point-to-point services (taxis and private hire cars), and business-to-business mobility solutions, ensuring seamless connectivity for millions of people every day.
About the Role
The ‘At Your Service Centre’ in Peterborough, is the global hub for customer service, at Addison Lee
As a Customer Service Team Manager, you will be an integral part of our vibrant, fast-paced, service support team, helping us to deliver an outstanding customer experience to internal and external customers.
You will be a positive, passionate, and dedicated people manager, who is naturally resolution focused. You will enjoy spending time with your team to support in coaching and developing them to improve performance and productivity. We want to work with someone who has the skills to motivate and engage their team to improve the customer journey, whilst solving problems and exceeding your goals.
Salary
Location
The job is located at our Peterborough Office in Hampton
Reporting Lines
This role reports to The Operations Team and Sanj Gherra
Main Accountabilities
- Lead by example at all times, follow our AYS values whilst helping to deliver on company goals
- Confidently lead a team of AYS Advisors, ensuring they provide outstanding levels of customer service
- Coach, motivate and drive performance of your team, ensuring their welfare, engagement and focus
- Lead on team meetings, creating a fun, energetic and vibrant atmosphere allowing the team to shine
- Hold regular coaching sessions, 121’s and performance checks to aide staff development and growth
- Manage the individual statistical performance of the advisors, driving them to achieve all of their KPI’s
- Perform spot checks and listen to calls or e-mails to identify knowledge gaps or areas for improvement
- Flex your leadership style to meet the personal or developmental needs of each member of your team
- Build close working relationship with major stakeholders, especially all departments in the AYS centre
- Advise staff on complex operational issues and personally manage to make decisions where needed
- Managing staff absence, lateness, and adherence in line with expectancies outlined by the business
- Helping your team to understand all business communication, process changes or product updates
- Consistently work with the Customer Operations Team to accomplish goals set by them or the wider business
- Be innovative, adaptable, and flexible in your approach, suggesting new ideas to improve processes
- Always lead with positivity, and complete operational handovers to ensure business continuity
- Confidently support with questions from the team, whilst staying on top of all admin tasks
- Support with our assessment centres, and help the business find and employ new talent
This list is not exhaustive. At Your Service Team Managers should always be prepared to answer calls, respond to e-mails, handle escalations or do whatever it takes to ensure smooth running of the centre. Our ultimate goal is to have fun and help people develop whilst providing an amazing customer experience.
Key Stakeholders
