Customer Services Resolution - Specialist

Chester, Cheshire
£16,000 - £19,000 per annum
02 Mar 2017
30 Mar 2017
Contract Type
Full Time
Position: Customer Services Resolution Specialist
Location: Chester CH1 1RU
Salary: £16000- £19000 per annum
Job type: Permanent

Company Overview:
Our company are the UK’s largest independent holiday cottage rental agency, representing over 7,000 cottages in the UK and Ireland. All of our cottages are personally inspected and we have been recognised as ‘Excellent’ by Trip Advisor for the past four years. Winner of the British Travel Award for ‘Best Large UK Holiday Cottage Company’ in 2013, 2014, 2015 and 2016, ‘Best Use of Search Engine Marketing’ at the Travolution Awards in 2014 and recognised as one of the ‘1000 Companies to Inspire Britain’ by the London Stock Exchange in 2015 and 2016.

Job description:
The salary bracket will be £16,000 - £19,000 with standard benefits package (staff bonus up to 5%, PMI, Death in Service, discounted holidays, enhanced maternity, free travel insurance, subsidized parking in the city centre).
We’d like to hold an assessment centre – potentially next week – so would love some CVs over the next couple of days if you can.
Purpose of the role-
The customer services resolution team are responsible for ensuring that our customers have the best experience possible on their holiday by providing the very best levels of care and service.
Their core aim is to provide a positive, pro-active resolution service for any issues that customers may have before, during or after their holiday. This involves taking inbound calls and responding to inbound emails and finding solutions that make the customer happy. The role is varied, and contact from customers will vary from routine queries to complaints.

Essential Experience:
Previous experience in a B2C customer services/ customer-care orientated role
Strong negotiation and issue resolution skills
Ability to consider and assess the benefits multiple outcomes and “think outside the box” to reach a successful outcome.
Desirable Experience:
Experience in a sales or cross selling role
Conflict resolution experience
Core Accountabilities:
The post holder will be a constant role model for the firm values, and ensure they give every customer (internal and external) a ‘World Class Customer Experience’. Their role includes identifying, sharing and spreading best practise throughout the business, and demonstrating excellent teamwork.
They will ensure that all decisions are based on the achievement of the Company Strategic Pillars and alignment to the Company Values.

They will be accountable for delivery in the following areas:

Customer Services
Management of incoming caseload – responding to customer contact within agreed service targets
Successful resolution of customer issues and complaints as quickly as possible to the satisfaction of both the customer and the property owner
Proactively identifying potential complaints/ issues and resolving quickly and proactively to minimise impact
Maintaining full and accurate written records of each case
Escalating any urgent/ high priority issues in line with company policies
Providing a professional and compassionate service that converts potential complainants into advocates for the business
Identifying any opportunities to upsell or cross sell appropriately with confidence and conviction
Working with the Owner Services team to liaise on cases requiring Owner input and decision making, ensuring internal teams are communicating well

Personal Management
Effectively manage own time, resources and journey plans to achieve maximum efficiency and productivity
Role models values, philosophy and business goals and objectives.
Constantly seeks out opportunities for self-development
Remains coachable at all times
Any other duties as are within the scope, spirit and purpose of the job as requested by your line manager.
Note: This Role Profile reflects the present requirements of the post. As duties and responsibilities change and develop the role profile will be reviewed and be subject to amendment in consultation with the post-holder
Key Performance Indicators:
Cases resolved
NPS (Net Promoter Score) of customers.
Personal Attributes:
Other personal attributes are:
A positive and empathetic approach and demeanour
Customer-orientated approach with a desire to deliver great service
Forward thinking and forensic approach with the ability to spot and resourcefully avert problems before they happen
Excellent interpersonal skills with the ability to challenge constructively and build rapport quickly
Strong attention to detail and ability to process data and produce accurate written records
Strong written communication skills, and excellent spelling and grammar
Reliable and conscientious team player
Benefits: Pension
Key skills: Experience in B2C customer services/customer care-oriented role, strong negotiation skills, sales skills

If this is of interest to you, then please apply now.