Customer Communications Executive

Customer Communications Executive

Working hours – Monday to Friday 9am-5:30pm

Negotiable up to £26k dependent on experience

Central location – Close to Public Transport 

My client, a forward thinking, exciting organisation are looking to recruit a Customer Communications Executive to join their growing team.

The main purpose of this role is to provide an efficient key point of contact for customer communications and experiences. You will investigate, recommend action, and respond to customer experiences ensuring the highest possible standard of service is provided to the customer.

Key Responsibilities include:

·Ensuring that customers receive a positive customer experience on every contact

·Resolving customer complaints and issues in a timely manner

·Recording, tracking and monitoring complaints across all stages and procedures

·Management of the process ensuring internal agreed deadlines are achieved

·Monitor the review process and encourage customers who’ve had positive experiences to write a review

·Track customer experiences across online and offline channels

·Responsible for the smooth operation of the complaint procedure

·Responsible for implementing changes to customer experience procedures and processes to ensure consistency

·Offer improvements to current processes to benefit all parties

·To work in partnership with partners to ensure efficient handling of customer experiences

·In response to customer feedback, engage with customers in order to improve the customer experience through continuous improvement

·Disseminate best practice across other teams

To be successful in your application, you will need to show:

·A minimum of 3 years’ experience in customer experience / service role, within the travel industry

·Ability to respond in a sensitive and understanding manner

·Excellent customer services skills and the ability to communicate at a high level both verbally and in writing

·A high level of integrity especially when dealing with sensitive information

If you are interested in this role and feel you have the necessary experience, apply for consideration.