Telephone Operator Sunderland, North East England, England
Job description
Position Available
We are currently inviting applications for suitably qualified individuals to apply to become a Telephone Operator at our head office in Southwick, Sunderland.
Positions are permanent and we are currently offering full-time permanent back shift & night shift roles. ** Please note - these roles 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.
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, 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
