Role Purpose
To be part of a team providing customers with a high level of service. Supporting the existing team in resolving customer’s problems and enquiries, whilst on holiday and post return, in an effective, timely and professional manner.


Key tasks, responsibilities and accountabilities
 Maintain and promote our strong customer focused culture
 Maintain a professional working relationship with colleagues and suppliers
 Log and start enquiry process following customers post departure and in resort concerns.
 To handle inbound and outbound telephone calls, in a calm and professional manner.
 Provide assistance to customers calling the UK whilst ‘in resort’
 Provide assistance to resort representatives calling the UK.
 Work closely with the Customer Relations team where necessary with pre and post departure enquiries following set guidelines, processes and procedures.
 Advise customers of changes to their holiday accommodation or villa description and assist with any queries which may subsequently arise.
 Liaise with suppliers to recover compensation payments made to customers
 Return lost property to customers.
 Highlight Health and Safety, liability and legal concerns to the Customer Relations Manager /Supervisor.
 Monitor James Villa Holidays website when dealing with queries, and escalate any areas for change or improvement to the Customer Relations Manager.
 To be flexible and assist other teams as and when requested.
 To work occasional weekend days during the peak season to ensure delivery of the Customer Relations business requirements


Key relationships

Departmental colleagues
Resort representatives Customers
Suppliers


Education, training, skills and experience required

 Competent in both verbal and written English.
 Experience of the travel industry within a customer service environment is desirable.
 Knowledge of the ABTA Code of Conduct.
 Computer literate.

Desired personal traits/disposition

 Excellent oral and written communication skills with professional diplomacy and mature conduct.
 Self-motivated and able to work on own initiative.
 Excellent interpersonal and problem-solving skills.
 Enthusiastic and effective team member.
 Good time management skills.
 Exceptionally organised.