Customer Service Advisor

About Us

Addison Lee – Giving London Life a Lift

Since 1975, Addison Lee has been at the heart of London’s transport network, 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.

As part of ComfortDelGro Group, our reach extends beyond London, connecting a global private hire network of over 34,000 vehicles. Our network spans public transport (buses and rail), point-to-point services (taxis and private hire cars), and business-to-business mobility solutions, ensuring seamless connectivity for millions of people every day.

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 – 7PM 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 retails 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.