Our Cheltenham based client are looking for a Client Relationship Executive to join their team on a full time and permanent basis.
The focus of the role is to resolve customer complaints in a manner which is timely and satisfactory for both sides. Dealing with suppliers and the Product department to obtain the best possible outcome with a focus on client satisfaction and customer retention, within the UK regulatory framework. Assist the Client Relations Manager with reporting on complaints and client feedback.
• To deliver excellent standards of customer service to our clients.• Enjoy dealing with challenging client situations where the satisfaction lies in a successful conclusion.• To respond in a timely manner in line with company KPI's and the relevant regulations• To deal with our colleagues, partner DMC's and third-party suppliers in a courteous manner and be able to negotiate a suitable outcome for the client.• Responsible for acknowledging the complaint, monitoring progress, keeping the client updated with communication if any delays and collating all findings to provide a suitable response.• Assess levels of compensation relevant to the complaint and review with Client Relations Manager.• Responding to Trustpilot reviews on website.• Responding to any negative client questionnaires
EXPERIENCE & QUALIFICATIONS:
• Excellent customer service skills.• An excellent command of written and spoken English.• Excellent letter/email writing and communication skills.• Excellent planning and organisational skills with the ability to meet deadlines.• Outstanding listening skills.• Exceptional verbal communication and telephone manner.
• Travel industry experience is preferred but not essential for the right individual.• An understanding of Package Travel and Linked Travel Arrangements 2018, the ABTA code of Conduct, Consumer Rights Act 2015 and ATOL Standard Terms.• Good understanding of all Microsoft Applications (Word, Excel, Outlook, Powerpoint etc)
• Must be empathetic and understanding of client needs.• Excellent attention to detail.• Flexible approach to working and ability to multi-task.• Interpersonal skills in dealing with all levels of staff and management.