Career opportunities

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Taxi & Private Hire Dispatcher

Taxi & private hire dispatchers, also known as booking agents or operators, are responsible for taking bookings for taxis and private hire vehicles and for making sure that drivers respond to the booking as quickly as possible.

Dispatchers answer telephone calls and log them onto a computerised system. They provide advice to the caller, providing them with information about fares and waiting times. They may also have to deal with complaints. Dispatchers must also check whether the customer has any special requirements.

Once the dispatcher has all the required information for a booking, they have to pass the details on to a driver. They do this using either a radio or a computer messaging system.

Taxi & private hire dispatchers can earn from around £11000 up to £15000 with experience.
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Working environment

Taxi and private hire dispatchers spend the majority of their time sitting at a desk working on a computer and answering telephone calls. They may have a headset for the phone. Some booking offices can be busy, with lots of operators working together - this means it can be hectic and noisy.

Many taxi and private hire firms operate from early morning to late at night, meaning that shift work is common, and that dispatchers can be required to work all times of the day, as well as at weekends and on bank holidays.
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Skills and interests

Taxi and private hire dispatchers need to enjoy dealing with people.

To be good at their job, dispatchers need
- top class customer service skills
- good listening skills, along with patience and concentration
- excellent communication skills
- the ability to work quickly under pressure
- confidence with information technology
- good data inputting skills
- the ability to deal with complex customers and to resolve difficult situations
- to enjoy working as part of a team.
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Entry into the role

Usually there are no formal entry qualifications needed to work as a dispatcher, although most employers will expect applicants to have a sound standard of literacy and numeracy.  Some experience of working in a customer service environment can be advantageous.

Jobs are available in every part of the country, but most work is in large towns and cities. Jobs can be advertised in the local press or at employment agencies or organisations such as Jobcentre Plus.

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Opportunities

Taxi and private hire dispatchers can become drivers, or move into management of a taxi or private hire business. They can take on responsibilities for managing driver and staff rotas, or for maintaining vehicle fleets.

Dispatchers can study for qualifications including:-
- EDI level 2 NVQ in road passenger transport operations
- Edexcel level 2 BTEC certificate in customer contact.
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Useful links

• Taxi and Private Hire Monthly (magazine)

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Case Studies

• TAXI & PRIVATE HIRE - telephone operator
  Scott Woodford talks about working as a telephone operator for Salisbury and District Value Cars.
  Download case study document

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