Customer Service Weekend Team Leader

About the Role…

The Customer Service Team Leader will ensure the smooth running of Addison Lee’s provision of ground transportation services and oversee a team of Customer Service Advisors who will be the first-point-of-contact for customers.

The Team Leader will be responsible for ensuring a positive working environment is in place to deliver a total quality experience to both our customers and team members. The Team Leader will also assist in training, customer service and delivering product knowledge to their team.



Saturday and Sunday 12pm to 12am


Duties & Responsibilities…

  • Ensuring that your Advisors provide a cheerful, friendly and professional “meet and greet” service
  • Work with other Team Leaders to provide a consistent and seamless supervisory function
  • Coaching staff to a standard where they can discuss all transport options with customers
  • Ensuring your Advisors provide customers with accurate travel advice
  • Assisting with queries and questions in a timely manner
  • Liaising with various departments to resolve any queries
  • Taking journey and passenger details from customers and ensuring accurate entry into our booking software
  • Ensuring that there are drivers on the rank and they have been allocated to the correct jobs
  • Identifying weak points and areas for improvement
  • Compiling a daily shift report
  • Recording overtime and absences
  • Staff rota and workforce planning
  • Ensure staff adherence to dress code
  • Log and processing any complaints
  • Resolve any “ground level” HR issues
  • Support HR/Talent Departments with the recruitment of new Agents into the Airport Teams
  • Assisting customers with special needs and disabilities


 Skills and Experience Required…

  • Previous managerial/supervisory experience
  • Strong interpersonal skills
  • Excellent communication skills, and an ability to adapt your style to suit the situation
  • First class customer service skills
  • Previous experience of working in a customer-facing role (eg: within hospitality, retail, travel, etc.)
  • Fluent written/spoken English, plus an additional European language (desirable, but not essential)