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Customer Service Advisor

2 weeks ago

Thame, United Kingdom Travelodge Full time

**Roles **available**: 1 x Part Time Maternity Leave Cover (12 months)

**What is the role**:
***

Working in our Customer Service Team you’ll be providing support to our customers and hotel teams with genuine care, whilst having a strong passion for excellent customer service.

Please Note: The role requires you to work 1 in 3 Saturdays, with a day off during the week in lieu. It will also be primarily office based with an opportunity to work remotely for two days a week. This is not a fully remote role

A Day In The Life of a Customer Service Advisor
- Ensure outcomes and responses to customers meet with defined brand standards, focusing on quality at all times (spelling, grammar etc)
- Exercise initiative, ownership and responsibility when dealing with customer complaints to ensure the Travelodge brand is protected at all times
- Handle sensitive customer information in a confidential manner, whilst adhering to PCI compliance requirements at all times
- Making outbound calls to customers as much as possible to resolve contacts quickly and fairly
- Ability to work between the hours of 8am and 5pm and Saturdays as required (currently one in three), with a minimum of four hours worked per shift
- Achieve closures per hour targets to support the overall team KPIs: Productivity, Quality, First time Resolution and Refunds Budget
- Identify and share problems with all key internal stakeholders
- Provide support and guidance to our hotel teams to ensure consistency between Customer Services and Operations

What We’d Like From You

To succeed in the role, you’ll bring your passion for excellent Customer Service and desire to work in a fast paced, target driven environment.

In addition you’ll need to demonstrate:

- The ability to work well under pressure
- Good attention to detail
- Strong written and verbal communication skills

Confidence with Microsoft Office packages