Job Title
Customer Service & Telesales Executive
Department
Marketing
Reports To
Group Marketing Manager
Location
Aghalee, Co. Armagh
Purpose of the Role
This role supports the HANNON Marketing Group by handling customer telesales for the Glasgow Express Service, managing travel change and refund requests, coordinating trip manifests, and ensuring excellent communication with stakeholders. The role also supports private group hire inquiries, tracks sales pipeline activity, provides first-line support for customer complaints, and assists with general operational and marketing support as required. Strong interpersonal skills and a professional, customer-focused telephone manner are essential to deliver service levels that reflect the HANNON Coach brand.
Duties and Responsibilities
1. Customer Telesales & Travel Management (Glasgow Express Service):
* Handle inbound customer calls for ticket bookings (no outbound calls).
* Manage travel change and refund requests as per company policy.
* Prepare and send basic daily passenger lists to ferry operators.
2. Private Group Hire Inquiries:
* Respond to inbound group hire requests, capturing trip details in CRM.
* Coordinate with the Transport Manager to provide quotes and track pipeline activity.
* Confirm bookings and coordinate payments with the accounts team.
3. Customer Complaints Handling:
* Serve as the first point of contact for customer complaints.
* Record, acknowledge and escalate complaints as needed.
4. Email Management:
* Manage the email inbox, ensuring timely responses and issue resolution.
* Escalate complaints to the appropriate team when necessary.
Knowledge, skills and experience required
Skills & Competencies:
* Excellent telephone manner and interpersonal skills, with the ability to build positive customer relationships that align with the HANNON Coach brand.
* Strong organisational skills with high attention to detail.
* Ability to multitask and prioritise effectively in a dynamic environment.
* Customer-focused approach with the ability to handle complaints empathetically.
* Proficient in using CRM systems, email tools, and basic office software (e.g., Microsoft Office).
* Ability to liaise professionally with internal teams and external stakeholders.
Requirements:
* Previous experience in customer service, email management, or a similar role preferred.
* Familiarity with travel or transport services is a plus.
* Basic understanding of sales pipelines and complaint-handling processes.
* Willingness to work flexible hours, including occasional weekends if required.
Remuneration:
This is a salaried position with a competitive entry-level salary reflective of the role's scope and responsibilities.
Note: This description is intended to be a guide of what duties are most likely to be but should not be taken as a definitive list. Hannon reserves the right to vary duties and add duties as they deem necessary.
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