Customer Experience Coordinator | Birmingham Business Park | £25k plus benefits
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 is to provide high-level administration support, as well as delivering excellent customer service to 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 client’s customers are at the heart of their business, and this role requires you to deliver exceptional levels of service at all times, troubleshooting and resolving any potential issues before they arise.
Primarily office based but with flexibility to work from home, when approved by the Operations and Client Services Manager.
The role:
* 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.
* Responding to inbound phone enquiries
* Review documentation, to identify any discrepancies, ensuring these are rectified before sending to the relevant authorities for approval
* Liaise with external 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
* 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)
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
Hours of Work: core hours for this role are 11.00am-7.00pm and require a degree of flexibility to work outside of this timeframe to meet the needs of the business