At a Glance
- Tasks: Help customers with bookings and resolve queries in a vibrant call centre environment.
- Company: Join Addison Lee, London's leading transport service since 1975.
- Benefits: Enjoy competitive salary, generous leave, wellness programmes, and extensive retail discounts.
- Other info: Flexible shifts, comprehensive training, and opportunities for professional development await you.
- Why this job: Be part of a team that transforms customer experiences and makes every journey special.
- Qualifications: Customer service experience is a plus; strong communication skills are essential.
The predicted salary is between 26650 - 27650 £ per year.
About Us
Addison Lee has been at the heart of London’s transport network since 1975, delivering safe, stylish, and reliable journeys. As the capital’s leading passenger car, courier, and black taxi service, we take pride in setting industry standards. Our strength lies in our employees and drivers - genuine, ambitious, united, and proud. We believe every journey should be more than just a ride, combining cutting-edge technology with exceptional service to transform the experience for clients and drivers alike.
About the Role
The ‘At Your Service’ Call Centre in Peterborough is the global hub for customer service at Addison Lee. As an AYS Advisor, you will be an integral part of our vibrant service team, helping us to deliver an outstanding customer experience. As a Customer Service Advisor, you will be passionate about helping customers, whilst accurately and efficiently booking vehicles, solving challenges, or handling customer complaints via telephone and e-mail.
Responsibilities Include:
- Effectively manage customer contacts across all channels of communication, including telephone and e-mails
- Achieving high levels of accuracy and quality of work, whilst challenging yourself to exceed targets
- Delivering an outstanding customer experience, to help us continue delivering our award-winning service
- Efficiently handling customer complaints with empathy, knowledge and understanding
- Completing customer booking requests in a friendly, professional, and timely manner
- Working positively across all teams and departments to help solve customer queries
Requirements
- Experience of working in a contact centre environment would be beneficial but not essential
- Previous customer service experience in other sectors would be desirable
- Able to work well under pressure, showing resilience and good time management skills
- Confidence in your ability to use IT programmes (e.g. Microsoft Packages)
- Ability to prioritise workload, whilst being organised and efficient
- Excellent communication skills, both verbal and written
- Good attention to detail, and able to solve problems
Location
Peterborough
Working Hours/Pattern
6 AM – 9 AM Variable
8:30 AM – 11:30 AM Variable
12 PM – 3 PM Variable
11 PM – 7 PM Fixed
All shifts are 8 hours, with x2 15 minute breaks & 30 minutes for lunch, 5 over 7 days - If you're scheduled to work a weekend day, you get a day off in the week. All shift patterns will be working 2 in 3 weekends as standard. Training is a duration of 3 weeks, Mon-Fri 9am-5.30pm (5pm finish during week 1). No leave permitted during training period. Shift will start between anytime of those hours.
Salary
£26,650 (12.81 p/h) + £1000 for night shift allowance (not formed as part of salary, separate payment)
Benefits
- Enhanced Maternity Leave: 26 weeks full pay, 13 weeks 50% pay
- Enhanced Paternity Leave: 4 weeks full pay
- 2 days paid volunteering leave a year
- Private Medical Insurance
- Travel Insurance (after 1 year)
- Wellness Program
- Cycle to Work Scheme
- 33 days Annual Leave (incl. bank holidays)
- Life Insurance (Death in Service)
- Extensive retail discounts via Reward Gateway (e.g. 5% off most major supermarkets)
- Support with Professional Training and Qualifications via Apprenticeships
- Season Ticket Loans
- Discounted Cabs and Courier services (within London)
- Detailed induction training program, including conflict training, systems and processes
- Free onsite staff car park
- Unlimited free tea & coffee as well as free fresh fruit
- Discounted cars and courier services when visiting London
Equality and Diversity Information
Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community. Addison Lee are a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.
Customer Service Advisor in Peterborough employer: Addison Lee
Addison Lee is an exceptional employer, offering a vibrant work culture in Peterborough where employees are valued and supported. With comprehensive benefits such as enhanced maternity and paternity leave, private medical insurance, and extensive retail discounts, we prioritise the well-being and professional growth of our team. Join us to be part of a united workforce dedicated to delivering outstanding customer experiences while enjoying a range of perks and a commitment to equality and diversity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Peterborough
✨Tip Number 1
Get to know Addison Lee! Research their values and services so you can show genuine enthusiasm during your interview. We want to see that you’re not just looking for any job, but that you’re excited about being part of our team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Advisor, you’ll need to handle calls and emails with confidence. Try role-playing common customer scenarios with a friend to sharpen your responses and show us you can think on your feet.
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you’ve turned a negative situation into a positive outcome. We love candidates who can demonstrate resilience and creativity in tough situations!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re proactive and serious about joining the Addison Lee family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Advisor in Peterborough
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us know why you love helping customers! Share any experiences that highlight your enthusiasm and dedication to providing outstanding service.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences shine through without unnecessary fluff.
Tailor Your Application:Make sure to customise your application to fit the role of Customer Service Advisor. Highlight relevant experiences and skills that align with our job description to show us you're the perfect fit!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Addison Lee!
How to prepare for a job interview at Addison Lee
✨Know the Company Inside Out
Before your interview, take some time to research Addison Lee. Understand their history, values, and what sets them apart in the transport industry. This will not only impress your interviewers but also help you tailor your answers to align with their mission of delivering outstanding customer experiences.
✨Showcase Your Customer Service Skills
As a Customer Service Advisor, your ability to handle customer queries is crucial. Prepare examples from your past experiences where you successfully resolved issues or provided exceptional service. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing the questions but engaging with them. Nod, ask clarifying questions if needed, and summarise what the interviewer has said to show you’re fully engaged and understand their needs.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle specific customer service situations. Think about common challenges in a contact centre environment and prepare your responses. For example, how would you deal with an upset customer? Show empathy and problem-solving skills in your answers.
