Customer Relations Rapid Response Executive
Job Introduction
At Saga, our people are our business. Within our travel and cruise businesses we believe that if you are going to do it, do it properly. That is why we offer opportunities that match our vision, to inspire and enable possibilities
This role is an important part of the Customer Relations team who strive to facilitate, to help and support the Travel function of the business.
In this role some of your key responsibilities will include, responding to customer complaints, producing succinct and clear replies to customer comments, Investigating and gathering information in order to resolve customer complaints.
The successful candidate will have strong customer services experience with a customer focused ethos.
And in return, you can look forward to all of the responsibility and involvement of an integral role, providing you with a rewarding and fast paced career with an excellent benefits package including life assurance, pension, high street and online discounts, and concessions for holidays and travel.
Role Responsibility
The primary tasks encompassed in this role are:
- Responding to customer complaints received in the department within 14 days, note that investigation is often a requirement. Primarily responding by phone although where appropriate a letter may be needed. There may be occasion to reply face to face
- Producing succinct and clear replies to customer comments using online channels if required
- Investigating and gathering information in order to resolve customer complaints; ensuring all relevant information has been obtained and completed prior to response or referral
- Ownership of the customers’ complaint ensuring that their needs are understood and met, thereby resolving complaints first time
- Effective complaint handling within agreed timescales and quality targets (both telephony and written)
- To administer the complaints management database, Charter Manager appropriately and to achieve required case audit scores
- To carry out any function that the Company’s Management deems necessary and to contribute to the company’s general strategy as and when necessary
- To be aware of the legal responsibilities of the company as a tour operator and insurance provider in order to both reply to customers and to refer priority cases to the appropriate authority for consideration as necessary
- To find solutions, suggest improvements and implement changes as appropriate
- To investigate complaints using representatives’ reports, quality scores, computerised (TAURUS) records, staff/supplier contacts and any other available resources in order to fully understand the customers’ experience
- To occasionally take the lead with case file related complaints and construct overview for the wider business
- To provide our customers with exemplary service by dealing with all complaints sympathetically, efficiently, accurately and promptly
- To ensure that all promises to customers are fulfilled
- To ensure accurate and timely distribution of letters and documents to customers
- To achieve quantitative and qualitative targets as set by their line manager
- To investigate and provide recommendations for improved product /business/operational processes
- To possess a good understanding of the Saga brand so all customer interactions are appropriately positioned
The Ideal Candidate
Capability, Knowledge and Experience:
- Customer services experience essential
- Knowledge of Saga and products would be beneficial
- Competent IT skills
- Must have an eye for detail
- Should be methodical and able to work in ordered fashion
- Must be able to work to tight timescales
- Must be able to work with limited supervision
- Excellent time management skills, communication skills and telephone manner
- Clear and concise letter writing skills
- Able to work to a high degree of accuracy, often under pressure
- Able to adapt approach to respond to customers via their preferred channel (including social media)
- Empathy with customers combined with commercial awareness
- Must be a able to work within a close team
Education and Qualifications:
- Good general standard of education
- English GCSE (or equivalent)
Personal Characteristics:
- Excellent attitude towards work commitments with respect for other team members and ability to flex as required
- Customer focused ethos
- Willing to learn new processes and techniques
- Keen sense of fairness and equity
- Tenacious, cheerful, empathetic and helpful
Package Description
The standard benefits when you join Saga include:
- Option to purchase a further 5 days annual leave per year
- Free private medical insurance after 1 years service
- Pension
- AXA Be Supported
- Apples Nursery (Folkestone only and on a waiting list basis)
- Free fruit
- Give as you earn
- Free eye tests
- Honeymoon benefit
- Sharebuy
- Salary finance
- Discounts on Saga holidays and insurance products
- A range of reductions and offers from leading retailers, travel groups and entertainment companies
- Long service awards
About the Company
When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.
We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities. If you need support at any point with your application please let us know as we will be happy to help.
Learn more about the Saga business by watching our Saga plc Interim results for the six months ended 31st July 2018
To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.
Saga Group
