Customer Service Executive Huddersfield, England
Annesley Gandon
Full Time
Huddersfield, England
22500 - 24500 GBP ANNUAL Today
Job description
We are excited here to be recruiting for a Customer Service Executive to join our growing, hybrid working, Guest & Owner Customer Operations team.
As the public face of the Company, our Customer Service Executives serve as the liaison between holiday home owners, their guests and the company. Focussed on addressing their needs and queries as quickly and effectively as possible whilst developing and maintaining strong relationships, the Customer Service Executives are also responsible for undertaking all day to day administrative and procedural tasks that underpin our excellent customer service operations.
As a Customer Service Executive, you will:
As the public face of the Company, our Customer Service Executives serve as the liaison between holiday home owners, their guests and the company. Focussed on addressing their needs and queries as quickly and effectively as possible whilst developing and maintaining strong relationships, the Customer Service Executives are also responsible for undertaking all day to day administrative and procedural tasks that underpin our excellent customer service operations.
As a Customer Service Executive, you will:
- Ensure any new listings that are due to be set live are quality checked and completed within agreed timescales
- Provide accurate, professional, and responsive replies to customer email queries
- Ensure address verification letters and other regular tasks of this nature are completed in a timely manner and within agreed procedural timescales
- Maintain an overview of any new or ongoing customer service issues, escalating where appropriate
- Ensure the polite, efficient, and engaging processing of the Daily Calls List, ensuring priority calls are completed first using the Admin Centre and RingCentral application
- Analyse the accounts of existing customers and provide recommendations to improve the effectiveness of their holiday rental listings, primarily through outbound calls
- Proactively manage and update owner/guest accounts as required
- Provide first class customer service when interacting with platform users in response to requests about our website & the services we offer
- Work closely and collaboratively with your colleagues within the customer operations team
The role
Our Customer Service Team currently operates 7 days per week between the hours of 9.30am to 6pm (Monday to Friday) and 10am to 4pm (Saturday and Sunday), with individual team members working 5 days each week. This means that there will be a requirement for you to work weekends, on a rota pattern. We can offer a certain level of flexibility around start and finish times and working days which can be discussed further at interview stage.
You will be self-motivated, articulate and personable and will possess a positive and energetic approach to your work. Someone who takes pride in being a team player and a conscious contributor to team performance and success.
We’re looking for someone who has:
You will be self-motivated, articulate and personable and will possess a positive and energetic approach to your work. Someone who takes pride in being a team player and a conscious contributor to team performance and success.
We’re looking for someone who has:
- Experience of providing remote (e.g. telephone / portal) customer service and / or account management or able to demonstrate the relevant transferable skills
- Demonstrate experience of managing customer expectations to provide positive outcomes
- Excellent written and verbal communication skills and professional telephone manner
- Excellent logical thinking and creative problem-solving skill
- Good time management and prioritisation skills
- Experience with and confident using Microsoft Office Suite and other IT-based systems / technology
- Possess the ability, passion and commitment to building rapport and positive, collaborative and professional relationships with customers and colleagues and other key stakeholders
- Being comfortable with working effectively in a hybrid working environment and willingness to travel from time to time to other offices or locations for training, meetings and/or company events is essential as is living in a realistically commutable distance to the office in Huddersfield (HD2). In return, we offer our team members a comprehensive employee benefits package that will include:
- 33 days annual leave (inclusive of usual 8 Bank Holidays) + an extra paid day off for your birthday each year
- Annual bonus scheme
- Company pension scheme where contributions up to 5% will be matched
- Annual paid volunteer days to support community initiatives
- Free Private medical cover
- Employee Assistance Programme (EAP) offering free and confidential wellbeing support and counselling services
- Free Life Assurance
- Free worldwide travel insurance (includes family members)
- Ongoing learning & training to support your continuous personal and career development
- Access to the company employee discount scheme including discounts on holidays
- Flexible hybrid working to support and promote a healthy work/life balance, focussed work and meaningful collaboration with your team and colleagues
Annesley Gandon
www.annesleygandon.co.uk
Cambridge, United Kingdom
Unknown / Non-Applicable
Unknown
Company - Private
