Job Description

Admin Assistant - Customer Relations

Location: Barrow-in-Furness

Reports To: Operations Manager / Director

Job Purpose:

To provide excellent customer service and administrative support, ensuring all customer communications are handled efficiently and professionally. The role involves managing daily communication channels, confirming bookings, following up with customers, and ensuring a seamless customer experience from initial enquiry to post-travel feedback.

Key Responsibilities:

- Respond promptly to all incoming emails, WhatsApp messages, and Facebook Messenger threads daily.
- Answer incoming phone calls, providing a professional and friendly first point of contact for all customers.
- Complete outstanding tasks on Coach Manager and ensure all bookings are accurate and fully confirmed.
- Double-check all future bookings with customers one week before departure to verify details.
- Ensure every job has complete and correct details entered into the system.
- Chase up outstanding quotes to see if the customer wishes to proceed; record reasons if they do not.
- Follow up with customers after their journey to ensure satisfaction and encourage online reviews.
- Handle any negative feedback in a professional and constructive manner to maintain customer relationships.
- Assist with other administrative duties as required to support smooth business operations.

Skills and Attributes:

- Excellent written and verbal communication skills.
- Strong organisational skills and attention to detail.
- Ability to manage multiple communication channels efficiently.
- Customer-focused with a positive, friendly approach.
- Professional phone manner and ability to handle complaints calmly and effectively.
- Competent in using booking management software (experience with Coach Manager desirable).
- Ability to work independently and as part of a team.

Experience Required:

- Previous experience in customer service or administrative roles preferred.
- Experience handling online and phone-based enquiries.
- Familiarity with transport or travel industry advantageous but not essential.

Job Type: Full-time

Pay: From 12.50 per hour

Expected hours: 40 per week

Benefits:

Casual dress Company pension Employee discount Flexitime Free or subsidised travel On-site parking Work from home
Schedule:

Weekend availability
Ability to commute/relocate:

Barrow-in-Furness, LA14 2DS: reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer service: 2 years (required)
Language:

English (preferred)
Work Location: In person

Application deadline: 11/08/2025
Reference ID: CRA