Customer Liaison Executive

7 months ago

Chester, United Kingdom Destination2.co.uk Full time

**Role: Customer Resolution/Liaison Executive**

**Who we are**:
Destination2 Ltd and HolidayGems Ltd are part of Travcorp Holdings Ltd and are two of the most innovative and progressive online tour operators in the UK, selling holidays nationwide to a variety of long and short-haul destinations.

Our inspirational business has grown from strength to strength in both financial terms and passenger carryings. Last year we surpassed the £110 million sales mark and gained market share across all key trading areas, including the UAE, Indian Ocean, Thailand and the Caribbean, resulting in over 500,000 bed/nights. We continue to go from strength-to-strength with a new cruise brand plus new destination openings in the year.

“The knowledge within our business is impressive and has driven our results this year. The work that we put in during the pandemic has become the platform for our growth, which together with a strong balance sheet and a strengthened senior management team, gives us a firm belief that we can and will become one of the most progressive travel groups in the UK.” Andrew Botterill, Executive
Chairman of Travcorp Holdings Ltd

We believe that keeping our team happy contributes to our business success.

**Our culture**:
Our customers book dreams and it’s our job to ensure we turn those dreams into reality. It doesn’t matter at what point in your career you are with us, which department you work for or where you are based, every team member plays their own crucial part in achieving our Belief “Everyone Deserves a
Little Luxury”.

We have strong values that drive our ambition of becoming one of the largest tour operator groups in the UK travel sector and are looking for people who will be excited to help drive business growth. If you are entrepreneurial in spirit, creative in your thinking, and always ready to go the extra mile then we want you onboard.

**Purpose of the Role**:
We are looking for a dynamic professional who is passionate about customer service and enjoys working in a fast-paced environment where hard work is rewarded. You will use your exceptional communication skills and personal service to build rapport with customers to resolve queries effectively to maximise future repeat custom. This role is largely focused towards land customer service queries.

**Key Responsibilities**:

- Managing customer complaints and queries across several internal and external communication channels
- Prioritise and action own workload to meet internal and external deadlines
- Acknowledge and resolve customer complaints in a timely and helpful manner to resolve complaints successfully
- Responding promptly to customer enquiries both verbally and in writing, whilst being concise and accurate
- Maintaining a positive, empathetic, and professional attitude toward customers always whilst conveying the Company or third-party position in the matter.
- Maintaining records of customer interactions, comments, and complaints
- Liaising and coordinating with colleagues or third parties as necessary
- Communicating with customers through various channels
- Working with various in-house systems, computer programmes, google documents and other websites.
- Provide feedback on the efficiency of the customer relations process and highlight any issues to ensure standards are maintained and adjustments made to processes if required.
- Ensure the desire to achieve customer personal satisfaction is communicated and provide professional customer support.

**The Person: Essential Knowledge, Skills and Abilities**:

- Previous experience working in a fast-paced office environment.
- Skilled in creating solutions and identify areas for improvement in procedure.
- Ability to organise, prioritise and manage own workload efficiently to tight deadlines.
- Experience working with customers in a dispute resolution situation.
- A good working knowledge of computer basics such as Microsoft Word, Outlook, Excel, Google drive and using web browsers.
- Excellent numeracy and literacy skills.
- Previous travel industry experience B2C (desirable).
- Working knowledge of Dolphin and Hermes (desirable).
- Legal experience (desirable).

**Personal Qualities**:

- Excellent communication skills both written and verbal.
- Exceptional attention to detail and accuracy as well as a good level of grammatical accuracy.
- A flexible and adaptable approach to work.
- A team player with the ability to work independently.
- Manage a diverse range of duties at one time.

**Qualifications**:

- GCSE English and Maths: Level 4 or above (or equivalent)

**Core Benefits**:

- Competitive salary
- Company Pension Scheme
- 22 days holiday rising 1 day per year (up to 25)
- Enhanced Pension
- Enhanced Maternity & Paternity
- Learning & Development Funding
- Friendly working atmosphere
- Company social events

**Additional Benefits**:

- Life Insurance
- Health & Wellbeing Hub (including EAP)
- Partner Exclusive Concessions
- Staff Travel Discounts
- Emp

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