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Guest Relations Complaints Specialist
1 month ago
We are seeking a highly skilled Guest Relations Complaints Specialist to join our team. As a key member of our Contact Centre Operation, you will be responsible for managing customer contact throughout the complaint process, providing high-quality service to our guests, and resolving complaints in a timely and professional manner.
Key Responsibilities- Respond to guest complaints with empathy and professionalism, providing solutions in line with agreed compensation guidelines.
- Work with limited supervision to meet or exceed efficiency KPIs, Quality metrics, and Customer satisfaction goals.
- Be creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience.
- Provide regular feedback on incoming trends and proactively question working practices to further enhance the guest experience.
We are looking for an effective communicator with exceptional customer service skills, including active listening, empathy, problem-solving skills, and a confident telephone manner. Proven experience in Contact Centre customer services/complaints environment is advantageous but not essential.
What We Offer- Home and office-based hybrid working.
- Recognition scheme with prizes and awards.
- Employee Discounted Cruising plus Friends and Family offers.
- Regular office events, including live entertainment, lifestyle events, and charity partner fundraisers.
- Extensive learning and development opportunities.
- Employee-led networks.
- Employee Assistance and Wellbeing programmes.
- Company-paid Health Cash Plan and health assessment.
- In-house Occupational Health help and access to digital GP.
- Life Assurance.
- Parental and adoption leave.
- Employee Shares Plan.
- Electric Car and Cycle to Work schemes.
- Onsite restaurant offering a range of healthy cooked and grab-and-go meals.
- Discounted retail and leisure via discounts portal.
- Minimum 25 days leave, bank holiday allowance, and holiday trading scheme.
- Contributory Defined Contribution Pension scheme.
