Job Description

Customer Relations Executive (part-time role) On site.

Serenity Holidays is a specialist Tour Operator based on the Solent Business Park, Whiteley, Fareham.

We offer quality holidays to The Gambia, Senegal, and Cape Verde in West Africa, as well as Goa and the islands of Corsica and Sardinia.

We are looking for a part-time Customer Relations Executive for 22 hours per week, over three days (Monday, Tuesday & Friday), with experience of dealing with all aspects of customer feedback, both verbally and in writing. This role is varied and will give you the opportunity to make a positive impact on the holidays for our customers.

Reporting directly to the Customer Relations Manager, you will be an important and valued member of our friendly customer facing team.

The Job

The purpose of the role is to respond to all customer feedback in a timely and effective manner, in line with company expectations.

As this role is part of the Customer Facing team, at times it will be necessary to assist with administration duties which involves assisting the customers between their holiday booking and travelling.

Responsibilities

Respond to customer feedback, to include telephone calls, email, letter, SMS, social media, holiday questionnaires and review sites - ensuring complaints are resolved satisfactorily.

Liaise with suppliers, resort teams and colleagues to investigate customer feedback / complaints / medical issues.

Monitor the poor performance of any product and report to line manager to assist with improvement for the future.

To liaise with the resort team and suppliers in respect of maintaining health and safety standards for customers.

Communicate any amendments or updates to customers via our in-house system.

Attend company training sessions and familiarisation visits when required.

The Person

You will be a strong and calm communicator and have proven experience in a customer service role.

Essentially you will bring:

Excellent communication skills to include letter writing skills with a good standard of written English.

High degree of accuracy and attention to detail.

Time management skills with the ability to manage and take responsibility for own workload.

Ability to work alone and use initiative as well as being a strong team player.

Experience of using Microsoft office Word, Excel, and Outlook.

Ideally, you will have:

Prior experience in a similar role

Experience of working in the travel industry

Experience of dealing with customer enquiries

Benefits

Competitive salary (pro-rata)

22 days leave (pro-rata) which increases with length of service.

Contributory pension scheme

Life Insurance/Death in Service Policy

Staff Holiday concessions

Childcare & Cycle to Work Scheme

Job Type: Part-time

Pay: 25,000.00-26,000.00 per year

Benefits:

Company pension Cycle to work scheme Free parking Life insurance On-site parking
Work Location: In person