Customer Service Executive
6 months ago
Role: Customer Service Executive
**Salary**: Up to £24.5k p.a. + Benefits
Hours: 37.5 hours per week (5 days per week, including weekends)
Location: Brighouse
Contract: Permanent
Are you passionate about delivering exceptional Customer Service? Would you like to work in a fabulous brand-new relaxed office environment? Are you ready to be truly happy at work? Yes? Then we encourage you to consider joining our team.
We are looking to recruit an additional customer focused team member to join our friendly Guest & Owner Customer Operations Team.
What’s the role?
Based in Brighouse, our small team of Customer Service Executives are on hand to support our customers, providing them with a friendly service 7 days per week. Their purpose is to serve as the liaison between our holiday-home owners and their guests.
Reporting to the Customer Operations Manager, the Customer Service Executive is responsible for:
- Ensuring all new listings are quality checked and processed within agreed timescales
- Maintaining a record of all new / any existing customer service issues, escalating where appropriate
- Ensuring all calls are completed in a polite, friendly & efficient manner.
- Analysing customer accounts, providing recommendations to improve the effectiveness of their holiday rental listings, primarily through outbound calls
- Proactively managing and updating owner/guest accounts as required
- Providing first class customer service when interacting with platform users in response to requests about our website & the services we offer
- Working closely and collaboratively with colleagues within the customer operations team and the wider business.
You are required to work a minimum of 3 days per week from our collaboration HUB in Brighouse with the option of working the additional 2 days from home.
Our Customer Service Team currently operates 7 days per week between the hours of 9.30am to 6pm (Monday to Friday) and 10am to 4pm (Saturday and Sunday), with individual team members working 5 days each week. This means that there will be a requirement for you to work some weekends, on a rota pattern. We can offer a certain
level of flexibility around start and finish times which can be discussed further at interview stage.
Who are we looking for?
To be considered as a good fit for this role, you will be articulate, personable, have lots of motivation possessing a “can do” positive approach to your work. Someone who enjoys being part of a team and contributing to the team’s overall performance and success.
Ideally, we’re looking for someone who has:
- Experience of providing a remote (e.g. telephone / portal) customer service and / or account management or able to demonstrate the relevant transferable skills.
- Demonstrable experience of managing customer expectations to provide positive outcomes.
- Experienced in making customers feel valued, helping to retain happy customers by skilfully converting online & telephone interactions into successful commercial partnerships.
- The ability to seek solutions to customer requests & concerns overcoming objections with a positive attitude.
- Excellent written and verbal communication skills and professional telephone manner.
- Good time management and prioritisation skills.
- Experience with and confident in using Microsoft Office Suite and other IT-based systems / technology.
- Demonstrable ability, passion and commitment to building rapport and positive, collaborative and professional relationships with customers and colleagues and other key stakeholders.
- Ability to work effectively in a hybrid working environment and, the willingness to travel to other office locations for training, meetings and/or company events is essential (as is living in a commutable distance to our office in Brighouse).
What do we offer you?
In return, we will offer you:
- Competitive salary (Discretionary annual individual performance-related bonus scheme worth up to an additional 5% of base salary)
- 33 days annual leave per full year (inclusive of usual 8 Bank Holidays) + an extra paid day off for your birthday each year
- Company pension scheme where we’ll match your contributions up to 5%
- Flexible hybrid working to support and promote a healthy work/life balance, focussed work and meaningful collaboration with your colleagues
- Annual paid employee volunteer days (2 per year) to support community initiatives
- Free private individual medical insurance with the option to add partner and / or dependents
- Free worldwide Travel insurance (includes cover for family members)
- Free Life Assurance cover
- Employee Assistance Programme (EAP) offering free and confidential wellbeing support and counselling services.
- Access to our employee discount scheme (retailers including discount holidays with Sykes Cottages for you, your family and friends)
- Ongoing learning & training opportunities to support your continuous personal and career development.
- Free virtual GP Service
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