The salary bracket will be £16,000 - £19,000 with standard benefits package (staff bonus up to 5%, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidized parking in the city centre).
Working 3 out of 4 weekends on average. Shift work.
Purpose of the role-
The customer services resolution team are responsible for ensuring that our customers have the best experience possible on their holiday by providing the very best levels of care and service.
Their core aim is to provide a positive, pro-active resolution service for any issues that customers may have before, during or after their holiday. This involves taking inbound calls and responding to inbound emails and finding solutions that make the customer happy. The role is varied, and contact from customers will vary from routine queries to complaints.
The post holder will be a constant role model for the company values, and ensure they give every customer (internal and external) a ‘World Class Customer Experience’. Their role includes identifying, sharing and spreading best practise throughout the business, and demonstrating excellent teamwork.
They will ensure that all decisions are based on the achievement of the Company Strategic Pillars and alignment to the Company Values.
They will be accountable for delivery in the following areas:
Any other duties as are within the scope, spirit and purpose of the job as requested by your line manager.
Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder
Key Performance Indicators:
Other personal attributes are: