CX Team Member

1 month ago

Harpenden, United Kingdom City Taxis Full time

COMPANY OVERVIEW:

Established in 2003 (originally RCA), Northern Taxis is one of the largest private hire taxi companies in the UK. We are renowned for our cutting-edge technology being at the heart of everything we do. Our dynamic auto-allocation software manages all bookings in the most efficient way possible ensuring the fastest pick-up times for our passengers, reducing dead mileage and cutting CO2 emissions.

Our revolutionary iPhone and Android mobile apps now offer a private hire vehicle at the touch of a button and are changing the way that private hire vehicle bookings are made. Not only are City the leading taxi company within the Yorkshire and Derbyshire region but one of the largest & most innovative operators in the UK. Our success is purely down to our commitment to our industry on all levels and our belief in putting the customer first. Our state-of-the-art telephony system is not only one of the finest in the UK but leads the way across the globe.

ROLE SUMMARY:

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

6pm-6am Wednesday to Saturday.

DUTIES AND RESPONSIBILITIES

This list highlights the day-to-day tasks this role would include but is not exhaustive to the role:

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 supporting 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 times.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 the 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.Guide drivers and riders through the lost property process where appropriate.Work closely with account customers to ensure great customer service.

PERSON SPECIFICATION

CRITERIA

SKILLS AND ABILITIES

Clear and concise written and spoken communication skills.Ability and confidence to speak to new and lapsed customersAbility to work on own and be organisedAbility to build relationships with customersAttention to detailAbility to multi-taskBe able to remain calm and professional during testing circumstances.

PERSONAL ATTRIBUTES AND OTHER REQUIREMENTS

Have an appetite to adopt a flexible working patternBe a good team worker demonstrating loyalty and commitment to the organisation and team membersWork independently to complete tasks when required>

BENEFITS:

28 days including bank holidays (pro rata)Westfield Health Medical Scheme (after completion of probation period)Free fruitPrivate gym on sitePool table which can be used in break timesFriendly and relaxed working environmentFree ParkingTeam socials

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