Customer Specialist

2 weeks ago

Leeds, United Kingdom Leeds Bradford Airport Full time

To support the Commercial team, we are looking to recruit a Customer Specialist to join Leeds Bradford Airport, to be the primary point of contact for every LBA customer across all touchpoints, surprising and delighting them with each interaction and securing a positive customer perception in the catchment.

**Main Responsibilities**
- To have a clear understanding of consumers and customers in the LBA catchment
- To be an ambassador for the LBA customer, inspiring colleagues across the business to drive a positive customer experience and have a customer-first mindset
- To execute LBA’s customer complaints process, utilising the most appropriate communication channel(s) for the situation
- To formulate proactive social media messaging that adheres to the brand guidelines and supports LBA’s operational performance
- To respond appropriately to customer reviews across all channels
- To follow scripts and response/compensation matrices defined by the commercial team
- To recognise complaints that can be dealt with immediately and those that require escalation
- To answer booking queries, make changes and administer refunds where necessary
- To ensure any new complaint handling regulations and legislative changes are followed, whilst identifying any consequential risks that could impact LBA
- To assist in the delivery of LBA’s customer and marketing strategies
- To support the Manager, Customer & Marketing in LBA’s ongoing market and customer research programmes, occasionally working with external third parties to explore current conditions, perceptions and sentiment
- To aid the wider commercial team in the overarching objective of growing LBA’s total passenger numbers, and increasing both aeronautical and non-aeronautical yields

This job description is intended to reflect the post holder’s duties that would normally be expected to be undertaken. Owing to the nature of the post, the above duties are not exhaustive and the company may require you from time to time to undertake additional duties within your capabilities.

**Person Specification**
- At least 12 months’ experience of working in a customer-centric environment

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