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Job Description

Reports to: At Your Service Contact Centre Team Manager

Our customer service team members come from a variety of backgrounds, with different levels of experience, so never assume you are not what we need. If you are the sort of person who loves fixing a problem, can be empathetic, thrives in delivering customer excellence coupled with a genuine sense of humour then a career at Addison Lee awaits for you.

Main Duties

  • Take inbound telephone calls from our customers and completing their journey request in a friendly and timely manner
  • Responding to email and social media enquires as and when required
  • Deliver brilliant service whilst exceeding operational targets to drive customer satisfaction
  • Building excellent peer and stakeholder relationships, together with the ability to work under pressure in an ever changing environment
  • Support members of the team with problems and guide them through to a resolution
  • Being an inspiring communicator who openly and collectively drives great team spirit.

Deal with any issues or queries in a clear and professional manner.

  • Location

      The job is located at the company’s Contact Centre operation in Peterborough.

  • About You
      • Experience of working in a contact centre environment would be beneficial but not essential
      • You will be passionate about delivering excellent customer service
      • Excellent communication skills, both verbal and written
      • Computer literate with the ability to use windows packages and database systems.
      • Good attention to detail
      • Ability to work well under pressure, showing good time management skills and the ability to prioritise
      • Excellent communication and interpersonal skills.
  • Performance Standards

      The jobholder will at all times:

      • The highest level of confidentiality is required at all times. Under no circumstances can any human resource or company information be discussed outside of the department
      • Be polite, courteous and professional when communicating with clients, potential customers and staff
      • Ensure that at every opportunity that the services of the company are being promoted and marketed in a courteous and professional manner
      • Make every effort to ensure that customer / staff needs and expectations are being met.
  • Equality and Diversity Information

      Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community.

      Addison Lee has been awarded the disability symbol, made up of two ticks, as we have made commitments to employ, keep and develop the abilities of disabled staff.

      Applications via email must state the word DISAB in the subject line if the candidate is disabled, in order that the CV is checked against minimum criteria.


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