Customer Experience Team Member

6 days ago


Barnsley, United Kingdom Glu Recruit Full time

**Ref:247**

**Role: Customer Experience Team Member**

**Basic day rate** - £9.70 raising to £10.00 after probation

Weekday evening - £10.20 raising to £10.50

Weekend evening - £10.70 raising to 11:00

**Location: Barnsley**

The following shifts are available:
Weds 1800 0600

Thurs 1800 0600

Friday 1800 0200

Saturday 1800 0600

Our client is one of the largest private hire taxi companies in the UK.

**The role**

The role of the customer experience team is primarily to deal with driver requests, handling complex bookings to make sure they run smoothly, providing great customer service to drivers and riders, monitor account and NHS work to make sure it is fulfilled correctly and within time schedules, instil confidence to drivers and riders by being able to deal with complex situations in a proactive, calm and appropriate manner.

Duties and responsibilities include:

- Manage existing bookings and make sure they can be fulfilled.
- Manage advanced bookings and make sure this is checked regularly for any extra bookings taken.
- Create a great customer experience by checking vehicles in the area and support drivers and riders where needed.
- For long distance journeys you must work with the rider to secure pre-payment by using the online booking system.
- Work with local schools and drivers to assist in the safe travel of students.
- Support the call centre team to resolve any driver or rider queries when required.
- Provide on the job training to support the call centre team with company protocols and call handling when required.
- Work to company values and treat riders and drivers as you would wish to be, by being polite and courteous at all time.
- Be helpful and efficient always, developing positive customer relationships.
- Have great attention to detail and understand the importance of using the dispatch system correctly to achieve the best rider experience.
- Have an ability to ask the right questions to ascertain the rider’s needs.
- Monitor, coach and mentor call centre staff from all sites to enable the best rider and driver experience.
- Have great written and verbal communications skills and understand the importance of information sharing for a smoother service.
- Guide drivers and riders through the lost property process where appropriate.
- Work closely with account customers to ensure great customer service.
- Clear and concise written and spoken communication skills.
- Ability and confidence to speak to new and lapsed customers
- Ability to work on own and be organised
- Ability to build relationships with customers
- Attention to detail
- Ability to Multi-task
- Be able to remain calm and professional during testing circumstances.
- Have an appetite to adopt a flexible working pattern
- Be a good team worker demonstrating loyalty and commitment to the organisation and team members
- Work independently to complete task when required

Glu Recruit LTD are an equal opportunities employer and are acting as a recruitment agent in the hiring of this role.

**Salary**: £9.70-£11.00 per hour

Schedule:

- Weekend availability

Work Location: One location



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