Job Description

Job Overview

Provide comprehensive administrative support to the operations team for the taxi and minicab service, including preparing customer ride confirmations, processing bookings, and managing customer records. Respond to customer enquiries via telephone, email, and online chat, delivering accurate information about services such as local journeys, airport transfers, corporate accounts, and courier options. Coordinate with drivers and dispatch to schedule pickups, monitor journey statuses, and ensure timely service delivery. Maintain and update the booking system and CRM with trip details, customer interactions, and service outcomes. Generate performance reports and monitor key performance indicators (KPIs) to support operational tracking, forecasting, and service improvements. Liaise with vehicle partners and drivers to track vehicle availability, licensing, and maintenance schedules.

Assist in preparing tender bids, service contracts, and compliance documentation. Support marketing efforts by assisting with promotional materials, customer communications, app updates, and social media content. Handle customer feedback, manage complaints, and escalate issues to the appropriate department for resolution, ensuring high customer satisfaction.

Duties and Responsibilities

Provide administrative and operational support to the taxi and dispatch team Handle customer enquiries via telephone, email, app, and online platforms Take and process bookings for local journeys, airport transfers, and corporate accounts Coordinate with drivers and dispatch to schedule pickups and ensure timely service Monitor live jobs and update customers on journey status when required Maintain and update booking systems and CRM records with accurate trip and customer data Generate daily, weekly, and monthly performance and booking reports Track key performance indicators (KPIs) such as on-time pickups, driver availability, and customer satisfaction Liaise with drivers regarding availability, licensing, and vehicle compliance Assist with preparing tenders, service contracts, and compliance documentation Support marketing activities including promotions, customer communications, and app updates Record customer feedback, manage complaints professionally, and escalate issues when necessary Ensure a high level of customer service and adherence to company standards at all times

Experience

Proven experience in sales administration or a similar administrative role. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is essential. Experience working with CRM software. Strong computer literacy and IT skills to manage multiple software applications effectively. Excellent organisational skills with the ability to prioritise tasks efficiently. Good communication skills in English, both written and verbal. Previous experience in customer service or client-facing roles is advantageous. Demonstrated ability to manage time effectively in a fast-paced environment. Bachelor Degree
Job Types: Full-time, Permanent

Pay: 38,000.00-43,000.00 per year

Benefits:

Company pension Free parking Work from home
Work Location: In person