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Telephone Operator

3 months ago

Sunderland, Sunderland, United Kingdom Station Taxis (Sunderland) Ltd Full time

Position Available
We are currently recruiting a Telephone Operator at our head office in Southwick, Sunderland. This is a full time permanent back shift & night shift role.
Please note - this role will not
include any day shifts as part of the normal working pattern
Previous experience in a taxi booking office environment is preferred, but not essential as full training will be given.

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
  • Good communication skills
  • Knowledge of the Sunderland area
  • A quick thinker with excellent problem solving skills
  • Ability to use scriptbased 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

Salary:
Up to £12.09 per hour

Benefits:

  • Onsite parking

COVID-19 considerations:
All necessary guidelines relating to the control of COVID-19 are in place.

Shift availability:

  • Night shift (required)
  • Overnight shift (required)

Work Location:
One location