Inbound & outbound phone handling Email & WhatsApp communication Private hire

Description

Skyways Cars is seeking a dedicated and proactive Customer Service & Dispatch Representative to handle pre-booked airport transfers and private hire services across the UK. This remote role acts as the central operational contact point between passengers, corporate clients, and drivers. The ideal candidate demonstrates excellent communication skills, strong organizational abilities, and resilience to manage day-to-day operations including seamless customer interactions, flight tracking, and effective dispatch of drivers. The successful candidate will be responsible for ensuring all transport jobs are allocated and executed on time, monitoring live dispatch boards, managing inbound and outbound communications through phone, email, and WhatsApp, and swiftly resolving any operational challenges. This position requires at least two years of related experience and proficiency in relevant software, alongside a solid knowledge of UK motorways and airport layouts. Although this role does not include team management, it demands close collaboration with the driver network to maintain dependable service coverage during peak times and varying shifts.

Responsibilities

• Manage high volumes of inbound and outbound phone calls professionally, promptly addressing customer queries, booking requests, and support needs with polite and confident communication.
• Handle extensive email queues by responding to quote requests, issuing booking confirmations, and processing invoice and receipt inquiries efficiently, ensuring excellent written communication.
• Operate WhatsApp Business channels for real-time, rapid communication with passengers and drivers to provide timely updates and assistance.
• Monitor the live dispatch board continuously to allocate jobs, negotiate with drivers, and confirm coverage of all scheduled transfers in advance.
• Broadcast unallocated jobs to the driver network, confirm their acceptance, and verify driver arrival at passenger pickup locations to ensure punctual service delivery.
• Develop and maintain strong professional relationships with drivers, facilitating dependable coverage across early mornings, late nights, and peak demand periods.
• Track inbound commercial and private flights using live radar software, adjusting driver dispatch times proactively to accommodate early or delayed arrivals and gate changes.
• Conduct follow-ups with drivers prior to scheduled pickups to confirm their route and position at airport meeting points, ensuring seamless passenger experiences.
• Provide passengers with clear and accurate driver contact information, vehicle registration details, and instructions for terminal meetings.
• Manage real-time operational disruptions such as motorway closures, terminal reallocations, luggage delays, or driver breakdowns calmly and effectively to minimize service impact.
• Address passenger complaints and queries empathetically and professionally, offering fair resolutions that protect the company’s reputation.
• Accurately enter booking information including flight numbers, passenger counts, luggage details, and related data into booking and dispatch systems to maintain records integrity.
• Review completed jobs to verify correct application of parking charges, road tolls, and wait-time fees before generating final client invoices, ensuring billing accuracy.
• Collect passenger feedback and post-trip reviews to support continuous improvement efforts and enhance overall customer satisfaction.
• Maintain a quiet, private home working environment equipped with reliable high-speed internet and modern computing hardware suitable for multi-tasking and shift work.
• Work varied shifts including early mornings, evenings, weekends, and holidays to cover the company’s operational needs and ensure round-the-clock support.

Experience

2 Years

Apply By

Nov 3, 2026

Required Skills

• Customer Service
• Communication Skills
• Phone handling
• Email Management
• WhatsApp Communication
• Data Entry
• Problem Solving
• CRM Software
• Email Management Tools
• Dispatch Software

Nice to Have Skills

• Flight Tracking Software
• Time management
• Attention to detail
• Adaptability