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Customer Service Advisor

4 months ago

Peterborough, United Kingdom Addison Lee Full time

*** Starting salary up to £24,524 including shift allowance***

*** Superb development opportunities under our 'Great Place to Grow' scheme ***

Location: Hampton, Peterborough

Role: 'At Your Service' Customer Service Advisor

Shifts: Various shifts available (40 hrs)

6am-10am Variable Start Time (Morning shift) - 5 over 7 days

10am-1pm Variable Start Time (Mid Shift) - 5 over 7 days

2pm-5pm Variable Start Time (Afternoon Shift) - 5 over 7 days

The Company

Getting London around safely and in style since 1975. For business or leisure, we want all our passengers to enjoy an exceptional experience when they travel with Addison Lee. As the capital’s leading passenger car service, we see ourselves as an integral part of the London transport network.

We are not just experts in moving people - we have the largest same day courier fleet in London. From parcel collection and delivery, urgent same-day couriers to next day couriers, our dedicated courier fleet of bicycles, cars, motorbikes, and vans are at your service for anything you need to courier, from small parcel collections to bulky deliveries.

Addison Lee is once again under the leadership of the founding family. With this there has been a return to the core principles where both the passenger and driver experience are considered fundamental to business success, as well as repositioning Addison Lee as a London centric transportation business.

Our people matter. Our dedicated team has years of expertise. We take the time to understand our clients’ priorities and challenges, and work with them to deliver tailored solutions to meet their needs. We understand the importance of consistency and reliability in our service - and we never compromise on this.

We believe that taxi and minicabs journeys can be so much more than just a means to an end. Our mission is for our clients and drivers to experience extraordinarily high standards, and by allying the latest technologies with traditional client service values, we cannot only disrupt the industry, we can revolutionise it.

Job Description

The ‘At Your Service’ Call Centre in Peterborough, is the global hub for customer service at Addison Lee. As an AYS Advisor, you will be an integral part of our vibrant service team, helping us to deliver an outstanding customer experience.

As a customer service agent, you will be passionate about helping customers, whilst accurately and efficiently booking vehicles, solving challenges, or handling customer complaints via telephone, e-mail, socials and chat.

At Addison Lee, we are incredibly proud of our 'Great Place To Grow' Coaching & Development program. If you want to improve your skills and progress in your career - this could be the perfect role for you

Duties and Responsibilities include:

  • Effectively manage customer contacts across all channels of communication, including telephone, e-mail, chat, and social
  • Achieving high levels of accuracy and quality of work, whilst challenging yourself to exceed targets
  • Delivering an outstanding customer experience, to help us continue delivering our award-winning service
  • Efficiently handling customer complaints with empathy, knowledge and understanding
  • Completing customer booking requests in a friendly, professional, and timely manner
  • Working positively across all teams and departments to help solve customer queries

Requirements

Skills & Experience that would help:

  • Experience of working in a contact centre environment would be beneficial but not essential
  • Previous customer service experience in other sectors would be desirable
  • Able to work well under pressure, showing resilience and good time management skills
  • Confidence in your ability to use IT programmes (e.g. Microsoft Packages)
  • Ability to prioritise workload, whilst being organised and efficient
  • Excellent communication skills, both verbal and written
  • Good attention to detail, and able to solve problems

Shift Information:

  • 40 hours per week
  • 5 over 7 days - If you're scheduled to work a weekend day, you get a day off in the week
  • Excellent on-site facilities, a positive, fast-paced environment and exceptional training program

Benefits

In return for your efforts, you will receive:

Working as an Operator with Addison Lee will give you a salary of £24,024 base, with up to £2,000 extra in shift allowances (40 hours per week). Company benefits including a cycle to work scheme, our voluntary rewards gateway, wellness program and Pension & Healthcare options, 33 days Annual Leave (includes Bank Holidays), a structured and clear progression path with the ‘A Great Place to Grow’ roadmap, detailed induction training program, including conflict training, systems and processes, onsite you will find a free staff car park, unlimited free tea & coffee as well as free fresh fruit and discounted cars and courier services when visiting London.

Equality and Diversity Information

Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community. In line with our diversity ambitions we would be particularly excited to hear from underrepresented groups to help drive innovation and creativity. Addison Lee recognise and encourage the valuable and enriching contribution that people from all backgrounds and experiences bring to the company and believe that all individuals should be treated on merit and without prejudice. With this in mind, we actively promote equality of opportunity and freedom from discrimination on grounds of age, cultural background, class, disability, ethnicity, gender, sexual orientation, gender reassignment, faith, language, or health status. We will strive hard to remove conditions which place individuals at a disadvantage and challenge discrimination.

Addison Lee are also a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.

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