Logistics Agent / Controller / Coordinator

Green Tomato Cars; Isleworth; On-site; GBP 26,000 - 29,000; Full time

Job summary

Green Tomato Cars is seeking a Customer Service Champion to be the first point of contact for our customers. You will handle phone and email bookings, resolve issues, and maintain a high standard of service in a fast-paced environment.

Working hours include shifts, with a focus on delivering friendly, professional support, processing accounts, and contributing to SLA targets. You will represent the company professionally and help shape customer service processes through feedback.

Qualifications

• Demonstrated passion for outstanding customer service.
• Ability to work in a team and take ownership of output.
• Confident communicator with stakeholders across operations.
• Strong attention to detail and problem-solving under pressure.
• Proficient with Outlook, Word, Excel, Forms.

Responsibilities

• Processing phone bookings and email bookings in line with company processes and procedures
• Acting as the first point of escalation for phone-based and online (‘direct’) customer service issues, either solving at source or escalating the case where needs be
• Handling ‘indirect’ customer queries and complaints, providing appropriate solutions within SLAs
• Contributing to customer service policies and processes based on customer feedback
• Processing customer accounts and profiles, and associated tasks
• Representing greentomatocars in a professional manner at all times

Skills

Customer service excellence

Teamwork

Communication skills

Attention to detail

Problem solving under pressure

Stakeholder management

Commercial awareness

Tools

Zendesk

Echo booking software

Job description

Are you a Customer Service Champion?

What we are looking for – Why you?

You should be a dynamic, enthusiastic individual who is passionate about customer service and has a great manner with people alongside commercial common-sense – whether the going is smooth or rough.

You will be the first point of contact for our customers, and the right candidate will have the skills needed to ensure the customer experience is as good as possible.

Key Responsibilities

• Processing phone bookings and email bookings in line with company processes and procedures
• Acting as the first point of escalation for phone-based and online (‘direct’) customer service issues, either solving at source or escalating the case where needs be
• Handling ‘indirect’ customer queries and complaints, providing appropriate solutions within SLAs
• Contributing to customer service policies and processes based on customer feedback
• Processing customer accounts and profiles, and associated tasks
• Representing greentomatocars in a professional manner at all times

Qualifications/Key Skills

Need to Have

• A passion for delivering outstanding customer service
• Strong team-working skills with the ability to take ownership of your own output
• Confidence in dealing with all stakeholders within the business’ operational sphere
• Excellent communication skills
• ‘Confident’ computer literacy (online platforms, Outlook, Word, Excel, Forms)
• Excellent attention to detail
• Experience of working in a troubleshooting environment, solving problems – sometimes in a pressurised environment

Nice to Have

• Knowledge of Echo or similar private hire / taxi booking software
• A working knowledge of Zendesk
• Experience in either the private hire / taxi, hospitality or broader travel industry

This role is office-based and you should have your own transport or be happy to take public transport. It is a rewarding but demanding role, and you must be able to work well under pressure. Working hours will be 11:30-19:30 or 12:00-20:00 (8 hrs); or 11:00-20:00 or 11:30-20:30 (9 hrs).

Salary guide

£26,000-£29,250 per annum + Bonus