Are you ready to steer your career in the right direction? Join Argyle Satellite today and become a vital part of Wirral's premier taxi service - where your communication skills drive success!
Company Overview
Argyle Satellite is Wirral's leading taxi company, dedicated to making your journey booking experience simple and efficient. We pride ourselves on reliable service and customer satisfaction, operating across Wirral and nearby locations.
Summary
Deliver high-quality, compliant and efficient customer services and administration, acting as the primary point of contact for customer enquiries and complaints and ensuring each is investigated, managed end-to-end and responded within SLAs. The role supports continuous improvement by identifying recurring issues and emerging risks, helping embed new services, systems and ways of working through guidance, coaching and communication. It also provides front-of-house support on behalf of the Fleet Services team as required, assisting drivers and completing key operational administration.
Location
Based in Wirral (CH41 5EF)
Salary
£25,313.00 per year
Hours
08:00-16:00 or 09:00-17:00, Monday to Friday (37.5 hours per week)
Responsibilities
Customer Services;
- Act as the primary point of contact for all B2C customer enquiries and complaints,
- Investigate complaints by gathering evidence and producing clear case notes.
- Liaise with Fleet Services and Call Centre teams to obtain accounts of events.
- Monitor shared inboxes/queues and manage call-backs to maintain service levels
- Prioritise workload to meet response and resolution targets.
- Manage cases end-to-end through to resolution.
Fleet Services;
- Act as the front-of-house / reception point for the Fleet Services team.
- Support Fleet Services team with day-to-day administration
- Monitor driver activity, platform queries and general operational requests.
- Assist with onboarding/offboarding administration as required.
- Support non-payer administration including logging cases and issuing standard communications.
Driver Administration;
- Provide full administrative, clerical and technical support to Operations Department.
- Engage with customers and drivers by phone, email or in person at the office.
- Support the rollout and embedding of new services, systems and ways of working
- Provide training, coaching and support to colleagues on new processes, standards and system functionality.
Qualification
- Previous experience in a customer services and administration role, with responsibility for managing enquiries and/or complaints through to resolution.
- Proficiency in Microsoft Office applications, particularly Word and Excel.
- High level of customer service understanding, including experience dealing with queries and complaints.
- Familiarity with CRM systems, booking platforms or workforce management tools (Desirable)
- NVQ Level 3 or equivalent qualification in Customer Service or Business Administration (Desirable)
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