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Taxi Dispatch Assistant

Location:
Aberdeen
Department:
Parking
Salary Details: £
17,472.00 per annum
About The Role
Taxi Dispatch Assistants are responsible for the processing and dispatching of bookings and ensuring the efficient operation of the taxi fleet. To deliver customer service to a high standard leading to complete customer satisfaction
What you’ll do
Answer the phones in a timely manner and process all customer bookings correctly
Process all customer bookings via email correctly
Ensure all account details are entered correctly for corporate accounts and that driver prices have been entered correctly on the system
Meet and greet ant walk up customers
Promote our return service with every customer you make contact with
Ensure all drivers are connected to the tracking system so that their availability is known to the team in relation to customer demand
Ensure there are sufficient taxis to meet passenger demand by alerting drivers to arriving flights and issuing accurate information
Ensure that every driver adheres to the dress code as set out in the Drivers Operating Standards document
Report to your line manager any element of the service that might compromise the level of service we wish to achieve as well as any irregularities
Ensure that every driver politely greets their passenger, displays good customer service and works within the Operating Standards
Carry out badge and Licence checks on the rank and within the admin portal and report any anomalies
Ensure all procedures are fully complied with
Regulate the entry and exit of vehicles to and from the taxi rank and associated feeder ranks
Be a visible presence within the pre booking office, providing a visible point of contact for passengers and drivers
Ensure all paperwork is fully and accurately completed
Monitor the appearance of the pre booking office and working areas, taking action to ensure that company standards are achieved and maintained
Develop and maintain positive working relationships with key stakeholders and drivers
Provide a warm and friendly welcome, ensuring our customers are treated as guests
Recognise where customers might have additional assistance and ensure it is provided, for example passengers with reduced mobility or who are wearing hidden disability lanyards, ensure there is a taxi available for them
Assist customers in distress or in need of assistance
Effectively deal with customer problems on site where possible or to refer clients to the appropriate level of management within APCOA
Ensure by your appearance and conduct, that customers will choose to use our services again
Receive and answer in a polite manner enquiries from members of the public
Achieve agreed Service Level Agreements
Ensure a consistently high level of customer care
Provide accurate information in relation to all modes of onward transport, in particular taxi journey times, fares and distances
Maintain strong communications with the Supervisor and other colleagues
Any reasonable duty as requested by a more senior manager
Comply with company policy and procedures, health and safety law and other relevant legislation
Maintain a standard of attitude and behaviour that will always represent the company in the best possible light

What you'll bring
IT Literate
Excellent oral and written communication skills
Excellent interpersonal skills, with the ability to build and maintain positive working relationships
Excellent customer service skills with a minimum of 2 years’ experience
A reliable, responsible and flexible attitude to work and proactive nature

What we’ll offer you
Full Time
£17,472.00 per annum
40 hours per week, 5 out of 7 days
Training and development
Pension
Employee Discount Scheme