Customer Relations Specialist - Temporary Maternity Cover

England, North Yorkshire, York
Up to £16570 per annum
04 Jan 2018
18 Jan 2018
Recruitment Genius Ltd
Contract Type
Full Time
This company has been providing market-leading holidays for more than 40 years. They are true rail holiday specialists and no other company offers a better choice of inclusive holidays by rail than they do. They are absolutely committed to ensuring every holiday meets and exceeds expectations and as a result their valued customers travel with them year after year.

The Position:

They now have an exciting opportunity for a highly motivated and experienced Customer Relations Specialist to join their team on a temporary contract for Maternity cover for a period of up to 12 months. You will have the opportunity to work in an award winning and highly customer centric business in the heart of York's city centre.

The purpose of the Customer Relations Specialist is to efficiently deal with all post tour customer feedback, whether verbal or written, liaising with internal and external stakeholders as required.

Reporting to the Head of Customer Care and Regulatory Compliance the main objectives of the role include:

- Responding accurately, consistently and effectively to all correspondence- negative, neutral and complimentary- within industry guidelines
- Managing and building positive relationships with customers, post tour, ensuring that communication style and method are best suited to that customer
- Growing customer retention by managing the customer expectations
- Managing customer consolidation with emphasis on providing alternative and acceptable holiday for affected customers
- Managing and building relationships within internal and external stakeholders such as Contractors and Suppliers
- Identifying feedback drivers, both positive and negative and provide detailed analysis of the same as part of constant drive for Brand protection, product improvement and increased customer retention

Key duties of the role include:

- To respond to all customer correspondence accurately, consistently and effectively within set time limits
- Ensure full and in depth investigation is undertaken, where required, to provide detailed and substantive response
- Ensure comprehensive and accurate updating of systems to record feedback drivers and agreed outcome.
- Provide grammatical, correctly spelt professional written responses
- Utilise call handling skills (greeting, polite, empathetic, listening, offering solutions, positive words and phrases) when talking to customers
- Consistently employ professional and empathetic approach to ensure that every customer's experience of Customer Relations, whether post-tour or as part of the consolidation process, is a positive one
- Strive to deliver first contact resolution whilst ensuring that customer requests and demands are balanced against Business needs
- Review Tour Manager Reports and Customer Satisfaction Questionnaires and feedback as appropriate
- Act as a Team player
- Ability to identify and highlight trends

Able to start February 2018 for a period of up to 12 months