Call Centre / Customer Service

Customer Service Assistant

Full Time

THE ROLE

I am currently recruiting for a Customer Service Assistant for my client based in Tower Hill, Droitwich. They are a privately owned company which initially specialised in booking 2-5-star accommodation and short breaks throughout the UK for both the leisure and corporate traveller, as well as offering call centre facilities to hotels and other leisure related companies. They also offer emergency relocation services and accommodation and claims handling to the insurance market. You will be providing excellent service to their clients and hotels, dealing with enquiries quickly and efficiently to maximise conversions into bookings throughout the Customer Service Team.

KEY RESPONSIBILITIES/DUTIES

Handle inbound and outbound calls with clients and hotels
Monitor and respond to emails accordingly
Deal with all enquiries within agreed service level agreements (SLA’s), consistently prioritising throughout the day
Work with the Customer Service Team to meet required levels of bookings and commissions
Provide the management team with feedback on what’s going well and not well e.g. hotel rates that are not competitive
Know the hotels the client works with and keep up to date with the processes you need to follow
Follow the customer complaints process, ensuring supervisors are advised
Attend regular 1-1’s with your line manager, completing the necessary paperwork
Attend regular hotel familiarisation trips to ensure product knowledge remains current
To act on your responsibilities detailed in the Health & Safety at Work Act 1974
To demonstrate a working knowledge of fire prevention and to follow the hotel evacuation plan on hearing the alarm
To be security conscious with respect to /staff/ property/welfare and to report suspicious circumstances to your Manager
To familiarise yourself with your departmental standards of performance and to be able to demonstrate their application
To co-operate and communicate with colleagues and Management to ensure effective department teamwork and high morale
To attend any meetings, training sessions or courses that may be beneficial to you and your department
To follow any procedures set up for energy conservation

PERSON SPECIFICATION

Essential

GCSE English & Maths
Proactive planning Commercial Awareness
Flexible in their approach and be able to prioritise work
At least 1 years’ experience in a similar role
Ability to work on own initiative and to tight timescales when necessary
Enthusiastic self-starter able to work on own initiative
Willingness to learn
Well organised
Have a positive attitude

Desirable

Computer literate
Written & verbal communicator
at all levels
Customer Focused
Attention to detail
Motivational skills
Effective time manager
Good relationship builder
Contact Centre experience
Experience with problem solving and customer complaints
Knowledge of CRM systems

SALARY AND WORKING HOURS

Permanent role
40 hours per week – can be flexible around this if needed
Office opening hours (your hours will fall as part of these): Monday to Friday 08:00 to 19:00, Saturday and Sunday 10:00 to 16:00
£18.6k salary

BENEFITS

You can choose from a range of protection, healthcare or lifestyle benefits from the client’s fully flexible rewards programme
You will have a generous holiday entitlement of 33 days – you may be required to work bank holidays
Discounted travel and accommodation
Annual company bonus
Additional holiday with years’ service
Company social events
Referral scheme – £200 bonus if you recommend an individual to the company and they pass probation
Training and development, they promote within the business where possible
Healthcare cashback scheme

DOES THIS SOUND LIKE YOU?
If you have a Customer Service background and are interested in this role, please send your cv and call Maisie on

Employment Type Permanent

Advertiser Type Agency