Customer Service Agent – West Drayton

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.


10am – 10pm, 4 on, 4 off

Job Purpose

  • Focusing primarily on the outstanding delivery of service assurance
  • Providing support to all aspects of the business
  • Working as part of a team delivering high standard, professional customer service in a timely manner
  • Liaising with internal departments and external service providers to reach satisfactory conclusions for the clients
  • Becoming the subject matter expert on all areas of Operational Support and client specific requirements
  • Supporting external Teams, Drivers, Affiliates as and when required
  • Reporting incidents to the Operational Support Manager at the time of occurrence where relevant
  • To escalate issues to Operational Support Manager in accordance with agreed parameters
  • To review and highlight future bookings of VIP’s and previously let down customers to the operation

Daily Duties

  • Call handling
  • Monitor & action inboxes
  • Action duplicate report
  • Action changes in PP for next 24 hours and outside of 72 hours
  • Audit Report check
  • Check overnight flights for next 48 hours
  • Service recovery when required
  • Update 3rd Party cruise times
  • Ad-hoc tasks as and when required
  • Reporting to Management – re additional costs incurred (Service Recovery)
  • Communicating severity 5 incidents to management as they happen
  • 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!