Details:
- Salary: £28,000 - 33,000 - Annum
- Location: St Albans Hertfordshire
- Date: 1 month ago
Description:
If you are experienced in high-touch, personalised customer service, we have a fantastic opportunity to join a well-established company based in St Albans.
You will be given the opportunity to make your mark in this rapidly expanding company by proving your abilities and eagerness to progress! This company offer excellent training, with occasional trips for research and familiarisation purposes.
What’s in it for you?
* Salary – competitive.
* Hours: Shift system in place, including weekends, 37.5hr week – some hybrid working on offer.
* Free parking!
* Staff discount
* Team and social events
Key Responsibilities:
* Deliver exceptional customer service across all communication channels, including telephone, email, live chat and social media.
* Understand customer needs and provide timely, accurate and empathetic responses.
* Manage customer enquiries, booking amendments, cancellations and other booking-related requests.
* Investigate and resolve pre-travel, in-resort and post-travel complaints in line with company procedures and ABTA guidelines.
* Communicate effectively with customers during challenging situations, negotiating fair and commercially appropriate resolutions.
* Liaise with internal departments, resort teams, villa owners, agents and third-party suppliers to resolve customer issues.
* Support customers overseas by coordinating with Resort Teams and external partners where required.
* Manage changes, operational issues and alternative arrangements while balancing customer expectations and company requirements.
* Monitor customer feedback, identify trends and contribute to improvements in customer journeys, processes and systems.
* Use customer insights to identify pain points and recommend improvements across Customer Service, Web, Product and Marketing teams.
* Manage customer interactions on social media platforms and review sites, protecting the brand through professional, timely and empathetic responses.
* Support business growth by identifying opportunities to protect profitability and achieve appropriate commercial outcomes.
* Maintain knowledge of internal systems to effectively support customers and improve service delivery.
What the employer is looking for:
* At least 2 years’ experience in a customer service focused role
* Proven experience handling customer complaints, escalations and complex customer situations.
* Excellent verbal and written communication skills, with the ability to adapt tone across different communication channels.
* Strong negotiation and problem-solving skills with the ability to achieve positive customer outcomes.
* Experience managing customer expectations while balancing customer satisfaction with commercial objectives.
* Knowledge and experience of social media customer service platforms, including Facebook, X (formerly Twitter) and review sites such as Trustpilot.
* Ability to analyse situations, identify practical solutions and make commercially appropriate decisions.
* Experience working with third-party suppliers and multiple distribution channels.
* Ability to manage competing priorities and perform effectively under pressure.
* Strong organisational skills with excellent attention to detail.
* Proficient Microsoft Excel skills are desirable.
* Manage your own workload and a good team player
Red Door Recruitment is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination. Full details available on our website.
Please note due to the number of applications we often receive; only shortlisted applicants will be contacted