Customer Services Team Leader

2 weeks ago


London, United Kingdom The Yacht Week Full time

Day 8 Experiences Ltd is the company behind Yacht Week & The Ski Week. Since 2006, we have welcomed more than 110,000 guests from over 199 countries and established a truly global community of travellers from all walks of life. The head office in London, UK is run by a team of highly-skilled, highly social, engaging and passionate individuals who put making friends and exploring the world at the heart of everything they do. While we are just over 30 people working full-time all year, the team extends to hundreds more over the event season from all over the world.
CUSTOMER SERVICE EXECUTIVE
The person needs to be a highly personable, enthusiastic and proactive Customer Service Executive based in London. With a passion for delivering exceptional customer service, the person is an empathetic communicator and passionate about the product. 
Working with the Commercial Director for guidance and support, you will ensure that the company provides the best possible customer experience for all past, current and future customers.

Customer service - ensure customer communication accurately represents the brands and is delivered promptly to the highest standard via email, online chat and telephone. 
Complaint handling - manage the end-to-end customer complaints from booking to post-event. Work closely with the Operations Director and Commercial Director to agree to any compensation or approach to dealing with complaints.
Product development - analyse post event feedback, suggest actions and work with Operations and Marketing teams to deliver improvements to customer experience and communication
Website Communications - keep a watchful eye on the brand websites and how it describes The Yacht Week/The Ski Week as well as all of the pages within the customer journey to ensure that we are constantly striving to communicate better and accurately with our guests 
Email Communication - support the operations and marketing teams with the development of the customer email journeys, ensuring all relevant information is included to a high level of accuracy.
Terms and Conditions - you will need to have a clear understanding of all terms and conditions as well as the Package Travel Regulations (PTRs) so that you can accurately handle any customer concerns and ensure the regular updating of the T&Cs
Review generation - execute the collection and promotion of customer reviews on external websites (eg Trustpilot) to provide valuable social proof for the experiences.
Seasonal staff training - lead any necessary Customer Service training required for seasonal staff (inside or outside the department).
Educated to A-Level standard with high-level qualifications in English and Mathematics
Computer literate and good knowledge of Microsoft or Google software – specifically a basic understanding of Excel/Google Sheets
Experience of customer service and complaints handling, ideally within the travel industry
A native English Speaker or high-level English qualification
Excellent telephone manner and written correspondence
There will be occasions that you will be expected to be available during some weekends and potentially some evenings during the week.



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