Customer Relations Advisor

2 weeks ago

Gosforth, United Kingdom Parkdean Resorts Full time

CR1 - Customer Relations Advisor

Job Purpose
We are looking for an established complaint specialist to join our exciting and evolving team. The role of Customer Relations Advisor oversees all aspects of service recovery, highlighting improvements through feedback, identifying patterns and trends, and liaising with varying levels of management to deliver improvement.

Job description
- Ensure customers are treated in a fair and consistent manner within defined service levels
- Manage the process relating to customer complaints and/or disputes.
- Take ownership of individual cases from receipt to conclusion, following our in-house model and brand standards.
- Investigation the complaint, including collaborating with other colleagues and teams.
- Ensure that responses are clear and demonstrate that a thorough investigation has been undertaken.
- To report and communicate to key support personnel and management on problems which arise within the Central Service Team or within the group and suggest solutions on how to over-come them.
- Ensure feedback is provided across all relevant areas of the business.
- To have a proactive and flexible attitude towards achieving business targets and be able to work under pressure within a changing environment
- To maintain a friendly and approachable manner and always deliver customer service in a positive and professional manner, always leading by example
- Flexibility to work Monday to Sunday between the hours of 9am -7pm based on customer demand.
- Excellent planning and organisational skills with a strong attention to detail.
- Ability to work individually dealing with challenging situations, remaining in control and empathetic

Person Specification

Essential:

- Experience in a complaint handling role for at least 3 months
- High level of attention to detail and accuracy
- Excellent spelling and grammar
- Experience of working in a high volume, pressurised environment
- Experience of meeting service level targets
- Excellent Customer Service

Desirable:

- Experience within the travel or hospitality industry
- Leading approach to service standards and quality

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