Telephone Operator

4 months ago


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

**Position Available**

Due to an increase in business, we are now recruiting additional Telephone Operators at our head office in Southwick, Sunderland.

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 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, Part-time, Permanent

**Salary**: Up to £13.26 per hour

**Benefits**:

- On-site 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: In person

Reference ID: JM12


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