Telephone Operator

We are currently recruiting a Telephone Operator to join our head office team in Southwick, Sunderland. This is a part time, permanent backshift position (16:00 – 21:00 five days out of seven on a flexible rota), with the potential to transition into a full-time role that includes both night shift as well as backshift.

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. Applicants must be available for an immediate start.

To provide an excellent service to both internal and external customers placing bookings with us, promoting additional sales, ensuring a first-class booking experience.

• 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.

• 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.

• Computer literate with good keyboard / PC skills
• Excellent communication skills
• Good 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 accurate data entry
• Able to work to department targets/ company standards