Telephone Operator
| Posting date: | 27 February 2026 |
|---|---|
| Salary: | £12.26 to £14.71 per hour |
| Hours: | Part time |
| Closing date: | 29 March 2026 |
| Location: | SR5 3JG |
| Remote working: | On-site only |
| Company: | Station Taxis (Sunderland) Ltd. |
| Job type: | Permanent |
| Job reference: | JM12 |
Summary
We are currently recruiting a Telephone Operator to join our head office team in Southwick, Sunderland. This is a part time, permanent backshift position (16:00 – 21:00 five days out of seven on a flexible rota), with the potential to transition into a full-time role that includes both nightshift as well as backshift.
** Please note - this role will not include any day shifts as part of the normal working pattern **
Previous experience in a taxi booking office environment is preferred, but not essential as full training will be given. Applicants must be available for an immediate start.
Role Purpose:
To provide an excellent service to both internal and external customers placing bookings with us, promoting additional sales, ensuring a first-class booking experience.
Key Responsibilities:
• Receive and process customer bookings, ensuring all bookings are accurately input into the system and all relevant data is captured as required.
• Adhere to the standards set out within the Company’s behavioural and performance management framework.
• Work with other members of the team and management to identify and implement improvements to customer service processes.
• Support other teams / colleagues in their department / business team in achieving a first rate customer experience and meeting objectives.
Role holders are expected to:
• Accurately advise customers on enquiries and problems;
• Use the established procedures and scripts to lead decision making;
• Escalate any queries outside of the normal processes;
• Deliver a positive customer experience.
Essential Knowledge, Skills, Proven Ability or Role Specific Qualifications required:
• Computer literate with good keyboard / PC skills
• Excellent communication skills
• Good knowledge of the Sunderland area
• A quick thinker with excellent problem solving skills
• Ability to use script-based telephone system
• Ability to use booking entry system an advantage
• Attention to detail is essential as is as accurate data entry
• Able to work to department targets/ company standards
** Please note - this role will not include any day shifts as part of the normal working pattern **
Previous experience in a taxi booking office environment is preferred, but not essential as full training will be given. Applicants must be available for an immediate start.
Role Purpose:
To provide an excellent service to both internal and external customers placing bookings with us, promoting additional sales, ensuring a first-class booking experience.
Key Responsibilities:
• Receive and process customer bookings, ensuring all bookings are accurately input into the system and all relevant data is captured as required.
• Adhere to the standards set out within the Company’s behavioural and performance management framework.
• Work with other members of the team and management to identify and implement improvements to customer service processes.
• Support other teams / colleagues in their department / business team in achieving a first rate customer experience and meeting objectives.
Role holders are expected to:
• Accurately advise customers on enquiries and problems;
• Use the established procedures and scripts to lead decision making;
• Escalate any queries outside of the normal processes;
• Deliver a positive customer experience.
Essential Knowledge, Skills, Proven Ability or Role Specific Qualifications required:
• Computer literate with good keyboard / PC skills
• Excellent communication skills
• Good knowledge of the Sunderland area
• A quick thinker with excellent problem solving skills
• Ability to use script-based telephone system
• Ability to use booking entry system an advantage
• Attention to detail is essential as is as accurate data entry
• Able to work to department targets/ company standards