Call Centre Advisor

About the role

Addison Lee's AYS Contact Centre is looking for a friendly, reliable and customer-focused Call Centre Advisor to join its Operations team. The advisor handles inbound and outbound customer and driver calls, manages bookings and resolves queries, using the booking and dispatch systems so that services run smoothly.

Key responsibilities

• Handle inbound and outbound calls professionally and efficiently
• Process bookings accurately by telephone, email and online portals
• Respond to customer and driver queries, escalating where necessary
• Communicate clearly about delays, cancellations or service issues
• Liaise with internal teams to support seamless service delivery
• Monitor shared inboxes and ensure timely, accurate responses

Required profile

• Excellent verbal and written communication skills and a friendly, respectful telephone manner
• Strong attention to detail and confident IT user (MS Office)
• Able to stay calm and effective under pressure
• Flexible with shift availability, including weekends and evenings
• Team player with a proactive and positive attitude
• Experience in the taxi industry, call centre work and local knowledge of Chester is desirable but not essential
• Applicants must complete safeguarding training and pass a basic DBS check

What we offer

• Full training provided to all successful candidates
• A supportive, flexible and collaborative work environment
• Opportunities for professional development and growth