Service Assurance Agent

Tristar offers award winning Chauffeur Services including exceptional quality and outstanding reliability in the UK and worldwide. Tristar is truly global with offices and our own fleets in London, Manchester, Paris, Boston, New York and Hong Kong as well as a global network in over 80 countries worldwide.


We are currently looking for two service assurance agents to join the team based over at our Tristar HQ in West Drayton. This role will support the business in a live environment whilst journeys are taking place, and also look at real time issues that may arise during and after bookings in regards to any other live related queries we may receive.

Two Shifts Available:

  • Monday – Friday 06:00 – 15:00
  • Monday – Friday 11:00 – 20:00

Role Responsibilities

  • To be the primary point of contact for live customer issues and respond immediately to real time exceptions relating to live bookings. Acting as a liaison between the Chauffeurs and the clients, proactively ensuring that SLA’s are met
  • To report all issues thoroughly to the Customer Services and Service Assurance Team Leader and suggest preventive measures for future occurrences, ensuring that incident reports are comprehensively completed with all relevant information
  • Resolving service issues by communicating with internal departments and external service providers to produce a successful outcome for the client
  • Prompt return of lost property
  • To have a flexible approach to working on both Customer Service and Service Assurance and be able to easily switch from one to the other

We are looking for

  • Highly organised, strong inter-personal and problem solving skills, with a can do attitude andability to learn and work with multiple databases
  • Perform well under pressure, able to multi-task and high attention to detail
  • Able to work independently and as part of a team
  • PC Literate, including knowledge of Microsoft Outlook, Excel and Word
  • Courteous telephone manner and written English
  • An understanding of the ground transportation industry would be beneficial and / or experience working in a call centre or operations environment