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.

 

Shift:

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)

 

Apply