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Customer Service Advisor

4 months ago

Coventry, United Kingdom The Camping and Caravanning Club Full time

The Camping and Caravanning Club is a not-for-profit organisation, which means that every penny spent with us is invested back into improving facilities and services for our members.

With over 750,00 members, and around 800 employees, we're definitely not a small operation; although our culture still retains a friendly, 'family' feel.

We are currently looking for a Customer Service Advisor to join our talented head office team.

**Main duties and responsibilities will be**:

- Meeting SLA’s, adding value within responses and ensuring a professional and accurate response is delivered
- To recognise initial communication, record all correspondence within the Club’s CRM system, investigate the issue and process the response
- To work with third party partners to resolve queries and complaints based on areas such as insurance and breakdown
- To understand when queries need to be escalated to a Team Leader
- To ensure all workloads are logged daily to understand team workflow and individual productivity
- To recognise any recurring queries or complaints and highlight to a Team Leader to allow further investigation to take place
- To build knowledge of all areas of the Club to allow a comprehensive response to be given and seek out the correct individual or team to assist in building/providing the response
- Experience of working within a busy customer environment or team
- Experience of complaint handling and escalations is desirable
- Competent with Microsoft packages
- Excellent standard of verbal and written communication is essential
- Comfortable working to realistic KPI’s and measurements

Working hours are Monday-Friday, 08:00 - 16:00.

You will also be required to work a minimum of 1 in 4 Saturdays, from 9am-1pm, for which overtime will be paid.

The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We've been helping people enjoy the great outdoors for over 120 years and these days, as well as having campsites in fantastic locations we hold our own music festival, torchlight.

Benefits include 28 days annual leave plus bank holidays and 10% pension (5% / 5%).

If you require any further information or would like a conversation in confidence, please contact Bethany Mannion in the HR Team.

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

**Salary**: £22,190.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Work Location: One location

Reference ID: BMCA1104