Job Description

The role of the

Customer Service Lead

at Bristol Airport is an integral part of DG Group and its success. They should understand our vision and core values and champion them in all tasks that they perform.

This is an

operational role

responsible for answering customer calls (both rider and driver) and facilitating the customer experience by handling complaints and queries from initial contact through to resolution. The Customer Service Lead will also oversee our Customer Service Agents, Controllers and Dispatchers during their shift--leading by example and ensuring our standards and values are upheld.

Key Responsibilities

Responsible for rota management, ensuring breaks are adhered to, managing staff shortages through sickness absence, and maintaining efficient staffing levels. Provide feedback, reporting, mentoring and coaching to new starters, ensuring policies and procedures are followed, and escalate any training requirements to the training team. Recruitment of new staff, from advertising to shortlisting, interviewing and onboarding. Ensure a positive and well-organised environment in which team members can thrive and meet targets. Coach and provide feedback to ensure consistent customer service standards and compliance. Proactively seek opportunities to improve operations, adapt to change and contribute to business growth. Handle customer complaints through to resolution within service level agreements. Monitor calls, provide useful feedback and document measurable outcomes to improve team performance. Liaise with account customers to build strong relationships and ensure satisfaction. Support marketing and lead generation initiatives, working with DOT Social to design campaigns aligned with business goals. Prepare reconciliation reports, resolve discrepancies, chase payments, and manage discounts/refunds. Attend and contribute to audit meetings with account customers, preparing data and reports to support decision-making. Always portray a professional company image through body language, voice and online interactions. Other duties as assigned.

Skills & Experience Required

Excellent communication skills. Strong logistical and problem-solving ability. Assertiveness and confidence in decision-making. Excellent customer service and complaint-handling skills. Proficiency in Microsoft Office (Outlook, Word, PowerPoint, SharePoint). Professionalism, confidentiality, and ability to work with minimal supervision.

Transferable leadership skills

- proven experience in managing a team, rota planning, scheduling, coaching and performance management. Ability to motivate, support and develop individuals to achieve team and business objectives. Experience in fostering collaboration across teams and handling high-pressure, fast-paced environments.
For this role you will be required to work full time of 40-48 hours over a 7-day week operation with flexibility to ensure that all work is covered. At times you will be required to cover the shortfall on the desk if necessary and do more hours as and when required. For this role you must be prepared to work night shifts where necessary to ensure cover.

Job Type: Full-time

Pay: From 15.00 per hour

Expected hours: 40 - 48 per week

Benefits:

Bereavement leave Employee discount Flexitime Free or subsidised travel Free parking On-site parking
Work Location: In person