At a Glance
- Tasks: Manage bookings, support drivers and riders, and create a great customer experience.
- Company: Join Northern Taxis, one of the UK's largest and most innovative taxi companies.
- Benefits: 28 days holiday, health scheme, free fruit, gym access, and team socials.
- Other info: Flexible working hours in a friendly and relaxed environment.
- Why this job: Be part of a dynamic team transforming the private hire industry with cutting-edge technology.
- Qualifications: Strong communication skills, attention to detail, and ability to multitask.
The predicted salary is between 24000 - 36000 £ per year.
COMPANY OVERVIEW: Established in 2003 (originally RCA), Northern Taxis is one of the largest private hire taxi companies in the UK. We are renowned for our cutting-edge technology being at the heart of everything we do. Our dynamic auto-allocation software manages all bookings in the most efficient way possible ensuring the fastest pick-up times for our passengers, reducing dead mileage and cutting CO2 emissions. Our revolutionary iPhone and Android mobile apps now offer a private hire vehicle at the touch of a button and are changing the way that private hire vehicle bookings are made. Not only are we the leading taxi company within the Yorkshire and Derbyshire region but one of the largest & most innovative operators in the UK. Our success is purely down to our commitment to our industry on all levels and our belief in putting the customer first. Our state-of-the-art telephony system is not only one of the finest in the UK but leads the way across the globe.
ROLE SUMMARY: The role of the CX team is primarily to deal with driver requests, handle complex bookings to make sure they run smoothly, provide great customer service to drivers and riders, and monitor account and NHS work to make sure it is fulfilled correctly and within the time schedules, instil confidence to drivers and riders by being able to deal with complex situations in a proactive, calm and appropriate manner. 6pm-6am Wednesday to Saturday.
DUTIES AND RESPONSIBILITIES:
- Manage existing bookings and make sure they can be fulfilled.
- Manage advanced bookings and make sure this is checked regularly for any extra bookings taken.
- Create a great customer experience by checking vehicles in the area and supporting drivers and riders where needed.
- For long-distance journeys, you must work with the rider to secure pre-payment by using the online booking system.
- Work with local schools and drivers to assist in the safe travel of students.
- Support the call centre team to resolve any driver or rider queries when required.
- Provide on-the-job training to support the call centre team with company protocols and call handling when required.
- Work to company values and treat riders and drivers as you would wish to be, by being polite and courteous at all times.
- Be helpful and efficient always, developing positive customer relationships.
- Have great attention to detail and understand the importance of using the dispatch system correctly to achieve the best rider experience.
- Have the ability to ask the right questions to ascertain the rider’s needs.
- Monitor, coach and mentor call centre staff from all sites to enable the best rider and driver experience.
- Guide drivers and riders through the lost property process where appropriate.
- Work closely with account customers to ensure great customer service.
PERSON SPECIFICATION:
- Clear and concise written and spoken communication skills.
- Ability and confidence to speak to new and lapsed customers.
- Ability to work on own and be organised.
- Ability to build relationships with customers.
- Attention to detail.
- Ability to multi-task.
- Be able to remain calm and professional during testing circumstances.
PERSONAL ATTRIBUTES AND OTHER REQUIREMENTS:
- Have an appetite to adopt a flexible working pattern.
- Be a good team worker demonstrating loyalty and commitment to the organisation and team members.
- Work independently to complete tasks when required.
BENEFITS:
- 28 days including bank holidays (pro rata).
- Westfield Health Medical Scheme (after completion of probation period).
- Free fruit.
- Private gym on site.
- Pool table which can be used in break times.
- Friendly and relaxed working environment.
- Free Parking.
- Team socials.
CX Team Member in Harpenden employer: City Taxis
Northern Taxis is an exceptional employer, offering a friendly and relaxed working environment that prioritises employee well-being and development. With benefits such as a private gym, free fruit, and team socials, we foster a culture of collaboration and support, ensuring our CX Team Members thrive both personally and professionally. Located in the heart of Yorkshire and Derbyshire, our commitment to innovation and customer service makes us a leading choice for those seeking meaningful employment in the transport sector.
StudySmarter Expert Advice🤫
We think this is how you could land CX Team Member in Harpenden
✨Tip Number 1
Get to know the company! Research Northern Taxis and their innovative tech. When you chat with them, drop in some knowledge about their apps or auto-allocation software. It shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your communication skills! Since the role involves dealing with drivers and riders, being clear and concise is key. Try role-playing scenarios with a friend to boost your confidence in handling complex situations.
✨Tip Number 3
Show off your customer service skills! Think of examples from your past experiences where you’ve gone above and beyond for customers. This will help you stand out as someone who embodies the company's values of putting customers first.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start!
We think you need these skills to ace CX Team Member in Harpenden
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application:Make sure to tailor your application to the CX Team Member role. Highlight your relevant experience and skills that match the job description. We love seeing how you connect your background to what we do at Northern Taxis!
Be Clear and Concise:Use clear and concise language in your application. We appreciate straightforward communication, especially since this role involves dealing with drivers and riders. Keep it simple and to the point!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at City Taxis
✨Know the Company Inside Out
Before your interview, make sure you research Northern Taxis thoroughly. Understand their technology, values, and how they prioritise customer service. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a CX Team Member, clear communication is key. Prepare examples of how you've successfully communicated with customers or resolved conflicts in the past. Practising these scenarios can help you articulate your thoughts clearly during the interview.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've handled complex situations calmly and proactively. Think of specific instances where you’ve had to think on your feet or manage multiple tasks at once, as this role requires a lot of multitasking and quick decision-making.
✨Emphasise Teamwork and Independence
Northern Taxis values both teamwork and the ability to work independently. Prepare to share experiences that highlight your ability to collaborate with others while also being self-sufficient when needed. This balance is crucial for success in the role.
