We have an exciting opportunity for a Customer Relations Executive to join our Customer Relations team within our Travel business on a fixed term basis. This is a great opportunity to be part of a dedicated team who continuously work to resolve our customers’ concerns in a sympathetic and efficient manner. You’ll be supporting team members in resolving complaints by completing all related administration for each complaint we deal with. You’ll be integral to delivering a quality service to all of our customers.

Requirements:
• Must have an eye for detail
• Should be methodical and able to work in ordered fashion
• Must be able to work to tight timescales
• Basic PC skills but above average typing speed
• Must be able to work with limited supervision
• Excellent time management skills
• Strong customer service ethos
• Able to work to a high degree of accuracy, often under pressure
• Excellent communication skills
• Good telephone manner

Responsibilities:
• To manage the flow of all electronic correspondence within the office. This involves allocating correspondence onto the department Complaints Management Database, logging the nature of the complaint and a possibility to extend into commencing investigation with internal/external contacts in order for a response to be created for the customer.
• To answer the department phone line and log new complaints for action onto the complaints system. If the call relates to an existing complaint transferring the customer to the relevant Complaint Executive.
• Effective correspondence handling within agreed timescales and quality targets.
• To administer the complaints management database, Charter Manager appropriately and to achieve minimum case audit score.
• To carry out any function that the Company’s Management deems necessary and to contribute to the company’s general strategy as and when necessary.
• To be aware of the legal responsibilities of the company as a tour operator in order to identify high priority cases.
• To find solutions and suggest improvements as appropriate.

The individual:
• Flexible but firm.
• Someone who is willing to be part of a team and to take the lead when appropriate.
• The ability to deal with tact and diplomacy with all contacts in a professional manner. Willing to learn new processes and techniques
• Customer focused, empathetic and helpful
• Keen sense of fairness and equity