Customer Care Support London, England
Job description
12 MONTH SECONDMENT
The role of Customer Care Support will be to support the Customer Care Managers on a day-to-day basis with delivering world class service and customer care. You will also support the interface between our passengers, operational teams, customer contact centres and our Executive team. You will help in the liaison and responses to complaints received, representing the Heathrow brand, and working in collaboration in with Legal, commercial and other supporting teams where required. You will also share and celebrate the compliments we receive on our service, particularly celebrating those colleagues who are responsible.
The ideal candidate will have the ability to communicate with all levels of the business, from Executive to operational colleagues, be creative yet methodical with an organised approach to tasks.
Your role will involve:
Support in the proactive day-to-day relationship management and consultation with third parties.
Complete day-to-day relationship management and consultation with third parties
Complete monthly infographics and newsletters, showing complaints, compliments and queries and trends in our service levels
Complete monthly data cleansing of customer contact received, within our system (Salesforce)
Supporting the wider Customer Engagement team during times of Here to Help activation and Heathrow Volunteer deployment
These skills are essential:
Experience engaging and communicating professionally both verbal and written
Exceptional customer focus / engagement / stakeholder management skills with an attitude to go above and beyond to make a difference
Ability to work under pressure and within a fast-paced environment whilst delivering excellence in service
Excellent PC skills including an understanding of data and numbers
Ideally, you will also have:
Experience or knowledge of using Salesforce
Knowledge of Heathrow’s operation
