About Company
Addison Lee is London’s largest and most trusted private hire, courier, and chauffeur service. For over 45 years, we have been setting the standard for premium, safe, and reliable transportation across the capital and beyond. With a vast fleet of executive vehicles and a dedicated team of professional drivers and support staff, we serve millions of passengers annually, ensuring seamless journeys for individuals and businesses alike. We are committed to innovation, exceptional customer service, and providing the best experience for both our customers and our valued colleagues. Join a company that keeps London moving and drives careers forward.
Job Description
Are you a natural communicator with a passion for helping people get where they need to go? Do you thrive in a fast-paced environment where every call is an opportunity to provide excellent service and ensure smooth operations? Addison Lee, London’s premier private hire and courier service, is on the lookout for enthusiastic and dedicated Call Operators to join our dynamic team, with immediate hiring opportunities available in Wembley, London. We are the backbone of London’s transportation network, committed to punctuality, professionalism, and unparalleled customer satisfaction.
As a Call Operator at Addison Lee, you will be the friendly and efficient voice of our brand, providing critical support and service to our valued customers and drivers. You’ll be the first point of contact for a diverse range of inquiries, including booking new journeys, amending existing reservations, resolving travel-related issues, providing fare estimates, and assisting our drivers with dispatch information. This isn’t just about answering calls; it’s about actively listening to needs, quickly understanding requests, and providing swift, effective, and personalised solutions that ensure seamless journeys for our passengers and efficient operations for our drivers. Your ability to build rapport rapidly, clearly articulate information, and act decisively will be paramount to your success in this role.
We’re seeking individuals who are empathetic, resilient, and possess an unwavering commitment to operational excellence and customer satisfaction. You’ll be part of a vibrant and collaborative team, working in a supportive environment where your contributions are recognized and your professional growth is actively encouraged. We believe in empowering our colleagues with the best-in-class tools, comprehensive training on our bespoke systems, and up-to-date knowledge needed to excel, ensuring you’re confident and capable in every interaction. We understand that our customers rely on us for timely and reliable service, and we rely on you to deliver outstanding support.
This role requires someone who can multitask effectively, navigate various booking and dispatch systems with ease, and maintain a positive and professional attitude even during peak hours. You’ll need to be adept at problem-solving under pressure, thinking on your feet to resolve issues efficiently and accurately, often against tight deadlines. If you have a knack for turning complex logistics into simple, understandable solutions and enjoy the satisfaction of helping others navigate their day, then this could be the perfect opportunity for you to launch or advance your career with a world-class transportation leader. Join Addison Lee and become a pivotal part of a company that keeps London moving. We are committed to fostering an inclusive workplace where everyone feels they belong and can thrive. Apply today and embark on a rewarding career journey with Addison Lee, where your voice connects passengers with their destination every single day.
Key Responsibilities
- Handle a high volume of inbound calls from customers and drivers with professionalism and efficiency.
- Process new bookings, modifications, and cancellations accurately using our dispatch systems.
- Provide precise information regarding services, fares, and journey times.
- Resolve customer and driver queries and complaints promptly and effectively.
- Assist drivers with dispatch information, route guidance, and operational support.
- Maintain detailed and accurate records of all interactions and transactions.
- Collaborate with team members and other departments to ensure seamless service delivery.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Excellent verbal communication and interpersonal skills.
- Active listening and strong problem-solving abilities.
- Proficiency with computer systems and ability to quickly learn new software.
- Ability to multitask and work effectively under pressure in a fast-paced environment.
- A positive attitude, empathy, and a strong customer-centric approach.
- Reliability and punctuality.
Preferred Qualifications
- Previous experience in a call centre, customer service, or dispatch role.
- Familiarity with the London road network and transport logistics.
- Experience in the private hire or transportation industry.
- Strong geographical knowledge of London.
Perks & Benefits
- Competitive salary with potential for performance-based bonuses.
- Comprehensive paid training programme to ensure your success.
- Opportunities for career progression within a growing and reputable company.
- Discounted travel on Addison Lee services.
- Company pension scheme.
- Employee assistance programme for health and wellbeing support.
- Convenient Wembley location with excellent public transport links.
- A supportive and dynamic team environment.
How to Apply
If you’re ready to take on this exciting challenge and contribute to a leading transportation service, we encourage you to apply. Please click on the application link below to submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this Call Operator role.