Customer Service Agent – Paddington

Customer Service Agent


The Company

Addison Lee Group provides seamless quality that everyone can trust. The group comprises of two of the most experienced international ground transportation providers: Addison Lee and Tristar Worldwide. Together we’re committed to transforming the future of global ground transportation by delivering the same high level of service to clients around the world. It’s because of our reputation that we’re the number one trusted provider for journeys that matter, be it a critical business meeting, airport transfer or event.

The Position

As an Operational Support Agent, you will be focusing primarily on the outstanding delivery of service assurance. Whether that be liaising with internal departments or communicating with external service providers, you will look to deliver the highest possible customer service to our clients and ultimately ensuring their journey is a success.

This is a 4 on 4 off night shift role. Working 19.00pm to 7am.

The Person

The ideal candidate will come from a ground transportation background and possess a good geographical knowledge of the UK. You will be resourceful in solving problems efficiently and effectively, whilst being able to multitask across multiple systems in a busy environment.

To be successful you will need to know your way around all Microsoft packages, Excel being essential. As well as strong written and verbal communication skills.

Key Responsibilities Include

  • Providing an impeccable standard of customer service over the telephone
  • Monitoring & actioning email communications with customers and internal departments
  • Reporting on shift progress and outcome
  • Confirmation of overnight flight times
  • End to end resolution of customer complaints
  • Updating 3rd Party cruise times
  • Reporting to Management – re additional costs incurred (Service Recovery)
  • Occasional Day Shift cover to support business needs.

Why should you apply
We are on a journey to ensure we all live and breathe our Group Values and there are so many reasons to apply, but to start with:
We are equal opportunities employer
We are Diverse
We are Inclusive
We are Flexible
We are Collaborative
We are well Mindful

… and we offer great benefits including transportation of course!