Gloucester House, County Park Shrivenham Road, Swindon SN1 2NR, UK

CUSTOMER SUPPORT CONSULTANT

Based in Chester
Salary up to £16.5K
Permanent

Our Client is one of the UK's leading independent holiday cottage rental providers. By 2020, we're aiming to be Number One in the UK. It's an ambitious goal, but that hasn't stopped us succeeding before. Our success has been recognised both within and beyond our industry - we've won a prestigious "Best in Industry" award at the British Travel Awards for the last four years and have been recognised by the London Stock Exchange Group as one of the "1,000 companies to inspire Europe". We're a fast-paced, exciting company to work for, but haven't forgotten our roots from our founding days at a kitchen table. 

The role of Customer Support Consultant involves communicating with Customers/Property Owners daily, answering queries and aiding in driving appropriate questions online

The role requires a proactive approach to dealing with customers whilst having an in-depth knowledge of our Clients processes and supporting customers and owners through the online process

The role involves ensuring that every customer contact maximises income per booking, that the quality of the contact exceeds customer expectations and that all Company procedures are adhered to. 

The Customer Support Consultants must have a previous track record in dealing with customer enquiries over the telephone and via email.

Essential Experience:

Positive and dynamic approach to customers

Skills in negotiating

Excellent communication skills

Ability to recognise improvement areas and share these

IT literate

Empathetic approach

Quick thinker

Excellent written and verbal skills

Attention to detail

Patient and diligent approach

Commercial acumen

 

 

Desirable Experience:

Previous travel experience

Experience working in a call centre environment.

 

Core accountabilities:

The Customer Support Team may be called upon to provide support to other areas within the business, dependent on business needs

To deliver outstanding customer service on every call and going the extra mile for our customers

To resolve customer/owner issues in a timely manner and in line with the overall Company Guidelines

Feeding back to Reservations/Customer Service/Ops Team Manager’s on opportunities to enhance the customer experience

Feeding back to Reservations/Customer Service/Ops Team Manager’s on opportunities to improve processes

To adhere to all Customer Support Team and Company procedures

Effective communication with customers, both internal and external

To meet all call SLA’s

Role responsibilities:

To meet all agreed monthly targets around SLA’s

To meet/exceed all quality measure

To attend training sessions for personal development

To take personal responsibility for customer interaction and follow up as required

Key Performance Indicators

Meet/exceed monthly quality targets

Meet/Exceed individual DND measurements

Attendance to be in line with company guidelines

Meet and exceed any customer measures that are in place

 

Personal Attributes:

  •       Results Driven

  •       Motivated and enthusiastic

  •       Attention to detail

  •       Creative

  •       Punctual and reliable

  •       Strong team player

  •       Customer focused

  •       Keen negotiator

  •       Work under pressure

  •       Organisational skills

  •       Excellent written skills

 

Although we work hard, we also believe in rewarding that hard work. In addition to salaries, we offer a generous benefits package including:

  • 28 days holiday (including bank holidays)

  • Annual bonus scheme

  • Staff pension 

  • Private Medical

  • Death in Service payment

  • Subsidised park and ride passes

  • Enhanced maternity and paternity pay

  • Long service awards - cash payments and increases in holiday allowances

  • Staff discount on cottage holidays

  • Free worldwide travel insurance (including family members)

  • Wellness extras, including free annual flu jabs, reflexology sessions and free fruit supplied in the office 

APPLY NOW

Send us a bit of information about yourself, and some key information that you believe will be of benefit to your application, and we'll get back in touch with you!