Customer Service Administrator

3 months ago


Swaffham, United Kingdom One Traveller Holidays Full time

**Customer Service**

This is currently a small team but such an important part of the business. The role can involve working alongside several other departments and encompasses a range of duties. These will include:

- Ability to bullet point the key parts of a letter in order to summarise for the Customer Services Manager.
- Replying to guests’ holiday feedback in order to pacify and maintain our goodwill and reputation, as well as thanking guests who take time to send praise.
- Identify comments to be used as testimonials and regularly update the marketing team with these.
- Liaising with the product team on whether a comment(s) requires any form of goodwill gesture or compensation. Taking these issues to Customer Services Manager for escalation.
- Maintaining accurate records and filing of feedback so that written and electronic replies and ad hoc customer letters can be easily referenced.
- Maintaining letter templates and useful paragraphs for similar replies in the future.
- Maintain the guest feedback record, showing when a letter was received and when our reply was sent.
- Drafting letters to suit a particular circumstance (i.e. a flight time change). This will involve sitting with the particular department and collating all facts that relate to the letter that you must draft.
- Ability to acknowledge and respond to complaints within industry-defined timescales
- Monitoring company social media accounts and responding to questions and comments received in a timely and correct manner.
- A keen eye for detail and ability to proof-read documents to ensure written marketing material is well-written and presented correctly
- Collating the guest questionnaire results as statistics and compiling these by product, Tour Manager and date order one calendar month after each holiday returns.
- Identifying patterns and trends from these statistics for the product team to react and improve any perceived issues with a holiday.
- Compiling reports and folders with feedback statistics for travel events as and when required.
- Work with the Tour Managers’ department in preparing and collating six-monthly statistics by Tour Manager, so that these can be sent to them to track their own performance (June 30th & Dec 31st).
- Copy and store additional guest comments relating to Tour Managers, airport representatives and local guides. Provide a twice-yearly summary of these to Tour Managers’ department.
- Regularly review our guest questionnaires and covering letters. These letters may often need adaptations and personalising so working closely with the Product Managers on these.
- Assisting in creating new and revised formats and wording for company letter templates and guest holiday paperwork.
- Assist marketing team with copy for various promotions and mailshots
- Taking and making phone calls as and when required.
- Learn about current One Traveller holiday destinations.
- Assist in office administrative duties as required.

**ESSENTIAL SKILLS**
- ORGANIZATION - as mentioned above.
- Attention to the smallest of details (especially guest requests) and ensure these are followed through.
- Ability to balance a mixed workload and competing pressures through busy periods
- Confidence in working independently.

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Swaffham (required)

Ability to Relocate:

- Swaffham: Relocate before starting work (required)

Work Location: In person



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