Customer Relations Advisor

3 weeks ago


StokeonTrent, United Kingdom Blue Bay Travel Full time

Customer Relations Advisor Role Profile:
We’re looking for a professional, customer centric, individual to join our Customer Relations Team

What you’ll get up to

We pride ourselves on getting it right, delivering unique, memorable, and fun filled holiday experiences to our lovely customers. But, from time to time, things do go amiss. That’s where our Customer Relations Team comes to the rescue.

As a Customer Relations Advisor, you’ll work alongside our Customer Relations Executive and will be the first point of contact for all post-travel and in resort challenges. In addition, you’ll be on hand to take over from our Customer Service Team if they’re unable to turn a customer’s frown upside down.

You’ll monitor and respond to our social media feedback, including Trust Pilot, ensuring that follow up communication with customers via these channels is made in a timely and constructive manner.

In emergency situations (think: flight-cancellations and travel bans), you’ll work alongside our Customer Service Team, problem solving, contacting customers, resolving issues and helping to ensure the best possible outcome for everyone involved.

What we’re looking for

We are looking for somebody who is confident and professional with **excellent written and verbal communication skills**. A **resolution focused** individual with exceptional **problem-solving** competences who **is organised and detailed**.

They will have experience of working within a Customer Relations or Service environment, ideally having dealt with escalations and/or complaints in the past.

When faced with animosity, they will be able to remain calm, confident and solution focused.

They will have **passion and enthusiasm** for the travel industry and experience of working within a call centre environment would be advantageous. They will be **forward thinking**, able pre-empt administrational problems from occurring.

Your responsibilities will include:

- Producing written responses to customer grievances and online feedback.
- Telephone resolution of Customer Issues.
- Keeping accurate records of discussions and correspondence with customers.
- Liaising with governing bodies to ensure appropriate resolution to customer complaints, which may involve investigating complex cases.
- Forward planning and anticipation of travel issues that may present problems in the future for the business.
- Managing errata’s for countries and hotels and ensuring all new errata’s are briefed to staff and customers effectively.
- Supporting the Customer Relations and Service Teams in the handling of all major incidents and changes

Hours, benefits, and salary:
Home or Office based. Must be able to travel to the office (Stoke-on-Trent) at least once per quarter.

**Salary**: £21,000 per annum for 40 hours per week

Monday - Friday 9am until 17:30pm.

28 days holiday including bank holidays.

Benefits include career progression, complimentary accommodation in long haul destinations, discounted holidays, access to educational trips, free parking (head office), cycle to work scheme and team nights out.

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

**Salary**: Up to £21,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- On-site parking
- Referral programme
Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
**Experience**:

- Customer service: 1 year (preferred)
- Travel: 1 year (preferred)



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