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Customer Contact Assistant (Full time)

Cheltenham

No Agents please

The JG Travel Group is a leading provider of group travel offering exciting and diverse value for money tours, ranging from short breaks, classic seaside resort holidays, heritage tours, London theatre breaks / attractions, and European holidays, including Cruises, through a number of distinct brands. We are an age-friendly workplace, and our values are at the core of what we do.

Our Company Values:

• We care a lot
• We've got soul
• We make it easy
• We are in this together

We are looking to recruit a Full time Customer Contact Assistant to work as part of our busy Customer Contact team, to deal with a range of customer enquiries, requests, and complaints while customers are on holiday, as well as by phone, email, and letter pre and post-holiday.

Within this varied and busy role, the main duties include the following:

• To respond to a wide variety of pre and post tour email enquiries from all of the JG Travel Group brands within agreed service levels and response times.
• To make outbound calls to customers in response to changes made by the Transport Team to the pickup location on a customer’s booking.
• To take shared responsibility across the team of the management and action of Room Requests, keeping within agreed SLAs
• To make outbound calls to customers who have requested a call back through the email channels, ensuring that any sales leads are passed to the Reservations sales team within 24 hours of receipt to maximise sales potential.
• To ensure that all formal complaints are logged on to the Customer Complaint software and acknowledged within 48 hours of receipt.
• To manage your own allocated workload of complaints, ensuring that they are responded to within agreed KPIs/Service Levels.
• Contact specific suppliers and internal departments to investigate complaints raised by customers to enable us to respond with an accurate and fair response.
• Ensure optimum performance to achieve the highest customer service standards so that all customer contacts are resolved first time every time, within agreed timescales.
• Record and feedback trends to the Team Leader and Head of Customer Contact.
• Escalate unresolved issues and repeat complaints to the Customer Contact Team Leader with recommendations for actions and resolution and /or compensation.
• Obtain approval for compensation payments as required with appropriate supporting evidence for case.

The ideal candidates for this exciting role will be a fast learner with excellent communication and customer services’ skills, computer literate, decisive/ quick thinking with first class organisational skills.

Prior customer service experience ideally in a travel environment is desirable however more important is the right experience and skills to manage a large and busy workload across different channels. Training will be provided.

The full-time position is Monday to Friday; however, this role also includes rota’d weekend cover with time off in the week when covering weekends (approx. 1 in 6 Saturdays).

Benefits include:

• 25 days holiday plus your birthday off
• Option to buy additional holidays
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Friends and family discount
• Free fruit in the office
• Referral programme

If you feel you have the relevant experience and attributes for this role, please send your CV straight away to Helen Moylan/ HR Director by clicking on Apply Now without delay.

Salary: Competitive salary

Apply Now

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