About the Role
Conducting impartial, thorough investigations relating to a wide range of customer issues, striving to provide a timely satisfactory resolution/response. Assist with the development of the sales and operations function, making recommendations for improving processes and services. Take appropriate action to eliminate/minimise company exposure (financial and/or reputation) in any situation. Play a key part in assisting the company achieve targeted client Key Performance Indicators/Service Level Agreements.
Responsibilities
* Establish effective communication links with partner and supplier contacts creating a professional image of CMAC Group through our knowledge of the client, client contacts and client business
* Sponsor for the company’s complaint management system ensuring complaint data is uploaded accurately
* Liase with internal departments from service delivery, finance, supplier relations, planning, and product to ensure customer needs and expectations are met
* Provide support and escalation point for client and customer issue resolution
* Work to targeted KPI’s around response times
* Effectively manage the inbox for incoming queries relating to customer issues
* Compose professional, quality written responses which address client issues in a clear and precise manner
* Stay abreast of industry development and changes and utilise that knowledge to become a trusted advisor
* Present a highly professional image and example both within the Company and externally
About You
* Superb customer relationship and rapport-building skills, and role model for adopting CMAC Group values
* Understanding of the Ground Transport/Travel Industry
* Proficient organisational skills and high attention to detail
* Ability to solve problems
* Comfortable working independently and as part of a team
* Experience of working with suppliers in a regulated industry
* Ability to work under pressure and within time constraints
* Excellent communication, written and influencing skills with outgoing personality and enthusiastic sense of humour
* Able to demonstrate sound knowledge of the customer’s needs to tailor CMAC Group solutions and complaint responses accordingly
* Results driven, confident, self-motivated and a positive attitude
* IT literate in windows applications
About Us
CMAC Group is a fast‑growing leader in global passenger transport and accommodation solutions - trusted by airlines, rail operators, major corporations and emergency breakdown providers to keep people moving safely and seamlessly, 24/7/365.
Since 2007, we’ve built a powerful technology-led aggregation platform that connects clients to a vast, reliable global supply network, enabling us to move over 5 million passengers every year across the UK, Europe and beyond.
Our portfolio of specialist brands include Suntransfers.com, CoachHireComparison.co.uk, Minicabit.com and CheckedSafe, which gives us unmatched capability to coordinate transport and accommodation at scale, even in the most complex or time critical situations.
Backed by ComfortDelGro, one of the world’s leading mobility groups, CMAC continues to operate with the agility and innovation of an independent business whilst benefiting from the strength, stability and global reach of a major international parent company.
At CMAC, you’ll join a team that thrives on solving real world challenges, shaping the future of mobility and delivering exceptional service when it matters most. If you’re driven, curious and excited by meaningful impact, you’ll feel right at home here.