Role Overview
This is a rare and exciting opportunity to join a start-up company and become part of dynamic new team.
The role of Customer Experience Coordinator will report directly to the Operations & Client Services Manager, to provide a high-level of administration support, as well as delivering excellent customer service to our clients, both internal and external. Attention to detail is essential in this role, so it’s imperative you have a keen eye for accuracy and can enter data quickly and efficiently. Our customers are at the heart of our business, and this role requires you to deliver exceptional levels of service at all times, troubleshooting and resolving any potential issues before they arise.
Tasks (including, but not limited to)
· Process new bookings, entering data accurately into all relevant tracking systems and ensure all relevant information has been received from the customer
· Monitoring, organising and managing emails across all inboxes, responding to all enquiries in a timely manner and ensuring all questions are addressed accurately.
· Apprising the Operations & Client Services Manager of any customer experience issues they may not be aware of
· Responding to inbound phone enquiries
· Review pet health documentation, to identify any discrepancies, ensuring these are rectified before sending to the relevant authorities for approval
· Liaise with external pet partners to ensure they have all relevant information and chase up any outstanding documents
· Send email invitations for pre-fight briefings and record any non-attendances
· Update and issue Flight Brief to customers, at various stages before departure
· Review passenger manifests, ensuring complete accuracy of data to avoid any fines
· Ensure all tracking systems are up-to-date
· Prepare and distribute Team Briefs
· Arrange hotel accommodation for team members (and customers where applicable)
· Assist Operations & Client Services Manager with all relevant pre-departure and pre-arrival admin tasks
· Post flight follow-up with customer for feedback
· Provide other administrative tasks as directed by the Operations & Client Services Manager\Co-Founders
· Comply with GDPR at all times
Candidate Requirements:
· Although not essential, previous experience in aviation would be advantageous
· Exceptional communication skills, written and verbal
· Excellent admin and organisational skills
· Proven customer service skills, which demonstrate an enthusiasm for delivering high service levels
· Ability to multi-task and work under pressure to achieve tight deadlines
· A keen eye for detail
· Ability to enter data accurately and efficiently
· As a minimum, must be competent in the Microsoft Office Suite and Teams
· Previous experience with CRM systems ideal
Salary, Pension, Compensation
· £25,000 per annum; paid monthly (28th of each month)
· Employer pension contribution – minimum 3% (but can match up to 6%)
· Private Medical Insurance – on successful completion of probation
· Mileage at 0.45p per mile for business travel when using own vehicle
Hours of Work
Due to the nature of our business, we work with clients across time-zones outside of the UK. Whilst the core hours for this role are 1100-1900 (11.00am-7.00pm), we require a degree of flexibility to work outside of this timeframe to meet the needs of the business.
· Monday-Friday, 11am-7pm, 35hrs per week (but flexible hours where needed)
· 1 hour lunch break (unpaid)
Place of Work
Primarily working from the ‘office’ (6060 Knights Court, Birmingham Business Park, Solihull, B37 7WY), but with flexibility to work from home, when approved by the Operations and Client Services Manager. You will be provided with the following equipment:
· Laptop
· Monitors (for home use)
· Mobile phone
Annual Leave
· Annual leave runs from 1st January to 31st December each year
· 25 days paid leave, pro rata, plus Bank Holidays
· Paid day off for your Birthday, in addition to 25 days entitlement
Probation Period, Performance Review, Notice Period
· 3month probation period. If during this time performance is not satisfactory, a notice period of 1-week will be given
· 6-month performance review, carried out by the Operations & Client Services Manager
· 4-week notice period after initial probation successful