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After Sales Customer Care Specialist

4 months ago

Abingdon, United Kingdom Red Cactus Events Full time

Red Cactus Events are looking to recruit a After Sales Customer Care Specialist to join the Retail Team within our Appleford office. Joining forces with our fun and entrepreneurial sales team, you will oversee a number of responsibilities within our vibrant office including bookings management, customer service including complaint managament and event administration.

We are looking for a someone with the character, personality and a dash of creativity to make this opportunity their own You will be the star player in oue customers journey and will make the difference to their experience.

Joining a wider sales team of four, this office-based opportunity would suit applicants with Customer Service, Admin and Office Experience. There will be plenty of work social events, cuddles with Charlie & Arrow - the office dogs and the opportunity to try many of the activities we sell

We actively encourage personal growth through training (45 hours per annum) to aid development and there are opportunities for longer-term progression.

An After Sales Customer Care Specialist is someone who is responsible for handling queries, information and complaints after the sales team has converted the lead into a customer. The ultimate goal is to provide positive customer experiences & help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

As you will also be the key contact for all retail customers after their point of sale, great customer service is imperative to succeed in this role

Confidence, good attention to detail and great communication skills are also key factors

Main areas of responsibility;

Inbound Calls - First contact point for all inbound calls

Operations - Oversee and complete day-to-day operational processes as instructed by the MD, including but not limited to weekly overviews, review requests, event packs, booking confirmations, balance chasers, etc.

Customer Complaints: To investigate and resolve all customer complaints as they materialise

Weekly Processes - Ensure to monitor the dashboard consistently to ensure all weekly processes are complete by the end of the week - Outstanding balances, booking confirmations, event packs

Weekly Overviews - Send out/complete the weekly event overviews

Trustpilot Invitations and responses

Managing the general enquiries inbox and assign accordingly

Other key areas of responsibility will be;
- Full management of the customer experience pre & post event, including attending meetings, managing complaints and escalating where necessary
- Monitor the wider event market (from competitor research to feedback from clients) to better understand trends and client needs. Regularly report findings back to GM for assessment.
- Provide Holiday cover when needed for Enquiries and sales
- Working closely the Finance Team to ensure all refunds/staff errors are documented and actioned

**Benefits**:

- **Test and experience events and activities**:

- **Quarterly Target Incentives (examples include company meals out, day trips etc)**:

- **Employee Discount**:

- **Office Shutdown during Christmas and New Year**:

- **21 Days Holiday Allowance increasing with one extra day per year up to a maximum of 24 days plus bank holidays**:

- **Option to purchase 3 days additional holiday/Sell Back 2 Days**:

- **Training Opportunities - 45 hours per Annum**:

- **Casual Dress Code**:

- **Regular team socials and events**:

- **Snack Boxes restocked each month**:

- **Flexible Working Opportunities**

**The Company**:
Progressing into our 12th year anniversary, Red Cactus Events is a thriving and ambitious events company specialising in Stag Weekends, Hen Weekends, Corporate Events and Adult and Kids Birthdays.

**Requirements**:

- Customer Service Experience
- Experience within an office environment
- Excellent Communication Skills
- Confidence in Complaint Management
- Sound administrative capabilities
- Well versed in communicating with suppliers or customers
- A willingness and ambition to make the business a better place
- A smile and honest approach to work
- Whilst knowledge of the industry isn’t essential, a genuine interest in events is desirable

**Hours: 40 Hours per week Monday - Friday (08:30-17:00)**

Our office is located within walking distance of Appleford Train Station which is accessible from Didcot Train Station and has links to Oxford and Radley.

**Job Types**: Full-time, Permanent

**Salary**: £23,860.00-£24,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Abingdon: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 1 year (required)
- Office: 1 year (required)

Work Location: In person