Senior Customer Service Advisor
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| Job Type | Permanent Full Time |
| Location | City of London, London |
| Area | London, England |
| Sector | Commercial - Customer Service |
| Salary | £23000 - £25000 per annum |
| Start Date | ASAP |
| Job Ref | DW0057SCSA_1493890922 |
- Description
- ROLE DESCRIPTION:
Job Title:Senior Customer Services Advisor
Department:Customer Services Team
Location: Farringdon, London
Contract: Permanent - Full Time
Hours: Monday to Friday, shift patterns between 8.00 am and 8.00 pm
Occasional Saturday and/or Sunday working may be required between 9.00 am and 5.00 pm on a rota basis, dependent upon business requirements
Background:
Our client is a multi-award winning, high growth company which employs over 230 people in their Farringdon HQ. They now boast the title of being the World's largest golf travel provider in just 10 years of trading, having booked 500,000 golfers and tee-times across 24 countries worldwide each year.
They are passionate about our people and training & development feature high on their agenda. With some of the best IT brains in the business our technology platform is improving all the time and you will be working on a bespoke booking system that simplifies the sales process at every stage. Our client's global brand ambassadors 'Open Champion' Darren Clarke and former world number one Lee Westwood help to elevate our business above the rest lending credibility and clout in the marketplace which enables them to deliver the best golf holidays at the best prices to our customers.
The customer experience is paramount for our client, with a focus on delivering the best holidays and breaks money can buy while delivering that helpful and informative service to each and every customer. But they are not just a golf travel business- they have a variety of other impressive and growing brands and other exciting ventures on the horizon.
Overview of role:
With the support of the Head of Customer Experience, your main focus will be to ensure our client's Customer Service Advisors provide an excellent service to their customers, encouraging them to remain loyal to our client. The role will require you to oversee the handling of pre-and post departure enquiries and complaints, training, buddying and supporting the team. This is a real hands on role working in a high volume, fast paced and ever changing environment.
You will be able to set a good example of professionalism in the workplace. You must have a positive disposition, possess a natural ability to maintain relationships, both internal and external, you will be dealing daily with our busy Sales Team and Product Teams and will be supporting them in driving their customer's journey with our client to be a reliable and memorable one. They want their customers to come back to us time and time again.
Role to include, but not limited to:-
●Buddying/training new employees
●Assist with the design and maintenance of departmental standards and processes
●Amend existing bookings and deal with cancellations
●Respond to customer feedback and questions received via Facebook and Twitter
●Support our financial targets ensuring customer payments are received on time
●Deal with escalated customer issues
●Process refunds
●Negotiate with suppliers
●Respond to client queries via email and telephone and chat
●Sales support functions including on call weekend support (on rotation)
Required experience:
●A natural flair for customer service both in writing and on the telephone
●Must have at least two years' experience of working in a customer service role, with an exposure to supervising staff
●Possess good people skills
●Have a flair for coaching and mentoring
●Good time management skills
●Excellent written skills
●Excellent numerical skills
●Google sheets / slides / documents proficiency (or Word/Excel equivalent)
●Carry effective organisational skills and the ability to multi-task
●Proven ability to work under pressure
●Be resilient, be able to handle difficult situations and conversations
●Advantageous to have worked in in the travel industry, although not essential.
●Some knowledge of European travel
What's in it for you?
*£23-25,000pa dependent on level of experience
*25 days' holiday pa
*Contributory pension scheme
*Staff discounts available on Golf days, Golf breaks, Flights, Accommodation, Airport Parking, Airport accommodation and Airport VIP Lounge's.
*The opportunity to travel to attend familiarisation trips across the UK & Europe
*Subsidised Golf clothing for Employees
*Childcare voucher scheme
*Corporate gym discounts
*A vibrant and high energy working environment
*Free fruit, tea and coffee
*Refer a friend bonus scheme
*Summer and Christmas socials
*Extensive training and opportunities to develop in a fast-growing company!
