Job Description

Location:

Address: Herts And London Minicabs Limited: Station Cars 7 Station Approach WORCESTER PARK KT4 7NB

Salary:

40,000 per annum (19.23 per hour)

Hours:

Full-time - 40 hours per week

Job Code:

4143

Type:

Sponsored Role (Visa Eligible)

Company Overview:

Herts And London Minicabs Limited is a long-established 24/7 taxi service operating out of Worcester Park Station. Our company has served the local community and surrounding areas with excellence and reliability since 2018. Our offerings include standard and executive rides, airport transfers, school runs for special needs children, and more. We are proud to provide inclusive and accessible services, with customer satisfaction at the core of our mission.

Role Purpose:

The Customer Service Manager will lead our customer service team and oversee the daily operations of client communications, issue resolution, and quality assurance. The ideal candidate will be a proactive leader with excellent interpersonal skills and a passion for service excellence.

Key Responsibilities:

1. Team Leadership & Training

Supervise and schedule customer service team members. Provide coaching, training, and mentorship. Conduct performance reviews and manage shift coverage.

2. Customer Engagement

Respond to escalated customer concerns across all channels (phone, email, walk-in). Maintain relationships with key accounts and loyal customers.

3. Quality Assurance & Improvement

Monitor service delivery and customer feedback. Implement and evaluate customer satisfaction surveys.

4. Operational Problem Solving

Address and resolve service disruptions, complaints, and logistical issues. Coordinate solutions with drivers and dispatch staff.

5. Reporting & Analytics

Track and analyze service metrics. Prepare performance and feedback reports for management.

6. Policy & Procedure Management

Develop and update internal customer service policies. Ensure compliance with standards and values.

7. Marketing & Promotions Support

Collaborate with the marketing team to deliver client promotions. Assist in the design and rollout of loyalty programs.

Language Requirements:

Applicants must be fluent in the following languages:

English (B1 level minimum required by UK Visa standards) Urdu Hindi Tamil Bengali

Required Skills & Qualifications:

Experience in a customer service or call center leadership role Strong written and verbal communication skills Ability to handle pressure and multitask Familiarity with dispatch systems (e.g., BuzyBeez) Problem-solving and team management capabilities

Eligibility:

Must meet the requirements for UK Skilled Worker Visa Sponsorship Availability to work flexible shifts including evenings and weekends
Job Types: Full-time, Permanent

Pay: 40,000.00 per year

Additional pay:

Performance bonus Yearly bonus
Benefits:

Company pension Employee discount On-site parking
Work Location: In person

Application deadline: 06/06/2025
Expected start date: 07/07/2025