Customer Service Advisor

5 months ago

Gloucester, United Kingdom The Mike Burton Group Limited Full time

Title: Customer Services Advisor

Contract Type: Full Time, Permanent (37.5 hours per week)

**Salary**: Up to £22,000 per annum, depending on experience

**Benefits**:

- Company Pension Plan
- Major Event Bonus Schemes
- Life Insurance
- Employee Assistance Programme
- Discounted Gym Memberships
- Hybrid Working (2-3 days a week in the office)
- Membership to our retail and leisure discounts platform with Sodexo Engage
- Regular Social Events
- Employee Referral Scheme

Department: Operations & Customer Experience - Customer Services

Responsible to: Senior Customer Services Manager

Location: UK Head Office (Gloucester) with the option of hybrid working (2-3 days in the office with the rest worked remotely

Are you a natural people-person who loves nothing better than making someone’s day with exceptional customer service and communication?

Working in partnership with England Rugby, The British & Irish Lions, Team GB and the Australian Open Tennis Championship, we create fan-led travel programmes and experiences to the biggest events in the world.

Our most important people are our clients and to give them the best experience possible we are in search of an energised customer services advisor who will help lead on our exceptional client communications service.

As the liaison between both clients and our internal procurement and delivery teams, you will keep clients informed and their bookings updated.

You will work closely with both the Senior Customer Service Manager and other members of the team to provide clear, concise, and timely responses to customer enquiries and requests, with the aim of providing an amazing holiday experience for the most important people we work with - our customers

What we are looking for:

- A flexible, operationally minded person who is highly organised with an interest in delivering exceptional customer service
- A love for building effective relationships with the customer, our internal teams, and stakeholders of the business to help you achieve your aims and objectives
- A desire to go the extra mile, to ensure the best possible outcome for our customers
- An individual who thrives in high pressure situations and can use their own initiative to problem solve
- A flexible approach to work and happy to work weekends and evenings, where required
- A great collaborator, happy to ‘help out’ in other areas that will only grow your experience and opportunities
- Experience in the customer service industry and office admin working would be great as would a good knowledge of Microsoft Word and Outlook

What you will be getting involved with:

- Function as the first point of contact for clients, stakeholders, and partners post sale
- Open and maintain customer accounts by recording account information in our Customer Relationship Management system (CRM) and keeping our booking system updated
- Involved with the allocation and distribution of client documentation within agreed timescales
- Final checks of all client documentation, mediating between internal departments and external clients to ensure that all information provided is correct
- Handle customer feedback, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Maintain customer accounts by processing adjustments
- Handle changes in bookings by consulting with internal procurement teams and the customer
- Identify and assess customer’s needs to achieve satisfaction
- Any other duties required
- Working on event both in the UK and abroad as required

**Salary**: Up to £22,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Gym membership
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Gloucester, GL2 2DE: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Willingness to travel:

- 25% (required)

Work Location: Hybrid remote in Gloucester, GL2 2DE

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