About the role:
*Please note this role is a 9 Month FTC. This role will include weekend working* Are you passionate about providing exceptional customer service in the retail travel industry? We're looking for a dedicated Customer Care Advisor to join our team and provide top-notch administration support to our direct business.
As a Customer Care Advisor, you'll ensure a positive and professional image of the Society is maintained at all times, adhering to security procedures and handling confidential information with care. Your responsibilities will include handling incoming and outgoing calls, resolving pre-departure issues promptly, processing cancellations and refunds, and providing support and advice to customers in the absence of their Personal Travel Agent.
As part of this role, your responsibilities will include:
• Actioning any flight/accommodation changes and booking notifications received from suppliers liaising with customers and colleagues
• Dealing with complaints in line with ABTA guidelines and provide advice to agents or customers when required
• Responding to agent queries in a timely and professional manner using varying channels such as email, live chat and telephone
• Processing payments and refunds for customers/agents and reconcile files accordingly
• Redeeming and processing membership contributions towards holiday balances
• Providing emergency assistance to customers whilst overseas in exceptional circumstances
For more details about the role, please check the attached Job Description.
This role is part of a team based from our Head Office in Walsall. This role can be Hybrid or Remote.
Please see the below an indication of a timetable we are hoping to work towards, although dates are subject to change.
Closing date: 15th May 2024
First Stage Interviews: TBC
Who are we looking for?
To be a successful candidate for this role, you will need have: • English & Maths GCSE Grade C or above
• 2 years Customer Service experience, communicating over the phone and other channels • Previous experience of using Tarsc and Isell Travel systems would be beneficial
• Competent computer skills, including use of Excel, Word, Outlook
• Accuracy and attention to detail
What can we offer you?
The cost-of-living crisis is putting pressure on us all. That's why we are now offering an enhanced discount rates to all Colleagues at Your Coop:
- 20% off Food shopping (usually 10% all year round rising to 20% on pay day events)
- Holidays for less with up to £500 off Travel
Other benefits:
• up to 60% off Childcare fees
• Refer a Friend Scheme
• Paid time off for volunteering
• Colleague Support Fund
• GroceryAid Colleague Mental Health Support
• Ethical mobile and broadband deals
• Annual leave that grows with your career
• Full training and accredited development programmes
… and many more!
If you're a customer-focused individual with excellent communication skills and a passion for the travel industry, we want to hear from you! Join us as a Customer Care Advisor and be a crucial part of our team dedicated to delivering exceptional experiences to our customers.