Position Available
We are currently seeking to recruit a Telephone Operator to join our Head Office team based in Southwick, Sunderland. This is a full-time, permanent backshift/nightshift role, working on a flexible rota of five days out of seven. Shifts will fall within the following hours: 16:00–00:00, 18:00–02:00, 21:00–07:00, or 23:00–07:00.
Previous experience within a taxi booking office environment is desirable; however, it is not essential, as full training will be provided.
*Please note - this role will not include any day shifts as part of the normal working pattern*
Role Purpose:
To provide an excellent service to both internal and external customers placing bookings with us, promoting additional sales, ensuring a first-class booking experience.
Key Responsibilities:
- Receive and process customer bookings, ensuring all bookings are accurately input into the system and all relevant data is captured as required.
- Adhere to the standards set out within the Company’s behavioural and performance management framework.
- Work with other members of the team and management to identify and implement improvements to customer service processes.
- Support other teams / colleagues in their department / business team in achieving a first-rate customer experience and meeting objectives.
Role holders are expected to:
- Accurately advise customers on enquiries and problems.
- Use the established procedures and scripts to lead decision making.
- Escalate any queries outside of the normal processes.
- Deliver a positive customer experience.
Essential Knowledge, Skills, Proven Ability or Role Specific Qualifications required:
- Computer literate with good keyboard / PC skills.
- Excellent communication skills.
- Good knowledge of the Sunderland area.
- A quick thinker with excellent problem-solving skills.
- Ability to use script-based telephone system.
- Ability to use booking entry system an advantage.
- Attention to detail is essential as is as accurate data entry.
- Able to work to department targets / company standards.
Job Types: Full-time, Permanent
Pay: Up to £15.34 per hour
Benefits:
Work Location: In person
